Customer Risk Manager - MuleSoft

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Job Category Customer Success Job Details

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The Customer Risk Manager delivers world-class risk management that drives the resolution of complex customer issues and mitigation of attrition risk. This role owns a defined portfolio or territory and serves as the primary point of escalation for enterprise-level accounts, partnering with executive-level internal and external stakeholders.

The Customer Risk Manager provides strategic visibility and cross-functional resource orchestration needed to navigate sensitive customer scenarios and prevent significant dissatisfaction. Depending on the type of escalation and the level of engagement required per customer, a Customer Risk Manager may serve as an internal advisor on the escalation or work directly with the customer to resolve the issue.

Key Responsibilities

• Partner with internal teams to collaborate, drive prioritization, analyze and resolve the most complex customer issues, resulting in the highest level of customer satisfaction.

• Own a defined portfolio, territory, or Cloud — accountable for the health, prioritization, and outcomes of all risk within scope.

• Serve as the primary point of escalation for enterprise-level customers, managing high-complexity, high-visibility accounts that require senior judgment and executive coordination.

• Operate as a subject matter expert on the Red Account lifecycle, defining best practices and ensuring consistency across the organization.

• Develop trusted relationships with executive-level leadership across the organization. Know when, how, and the most effective ways to engage executives for awareness and action.

• Provide consultative advice on complex issues based on deep cross-functional knowledge and historical resolution paths.

• Identify and drive process improvements that address systemic risks and create meaningful change across the organization.

• Track and communicate status and resolution to customers and Salesforce personnel in a factual, professional, timely, and consistent manner.

• Draw on root cause analysis and trend reporting to identify and drive systemic change across Salesforce.

• Balance the portfolio with strategic initiatives that drive measurable impact across the broader business.

Professional Experience & Soft Skills

• Experience: 8+ years in account management, consultation, project management, and/or escalation management. Proven ability to juggle and prioritize a high-volume workload with accurate detail, time sensitivity, and strong organizational skills.

• Education: BA/BS degree (quantitative/technical degree preferred), though other degrees and equivalent work experience will also be considered.

• Communication & Negotiation: Excellent written and verbal communication skills. Exceptional ability to moderate messaging based on the audience, articulate complex issues to executives, translate technical concepts into business terms, and retain composure under stressful conditions.

• Strategic Execution & Influence: Proven ability to influence without authority while collaborating with diverse partners across internal and external environments. Applies critical thinking with a focus on scale, consistent procedures, and disciplined execution.

Salesforce & Enterprise Technical Proficiency

• MuleSoft Platform Expertise: Deep understanding of the Anypoint Platform (API Manager, API Designer, Runtime Manager, CloudHub/RTF deployment models) and core integration concepts — APIs, ESBs, iPaaS, event-driven architecture.

• Use Case Awareness: Understanding of common MuleSoft use cases (connecting core systems like ERP, CRM, and legacy applications; automating data flows; enabling APIs for internal and external consumption) and how those use cases tie into a customer's broader digital transformation or Salesforce strategy — including emerging AI/agent governance capabilities like MuleSoft Agent Fabric (MAF), which manages and orchestrates AI agents and MCP servers on top of Anypoint.

• Enterprise Technical Context: Working knowledge of the broader Salesforce Product Suite and general enterprise technical environments (databases, APIs, authentication, integration middleware) — enough to hold a credible conversation with technical stakeholders and know when to pull in deeper technical expertise.

• Creative Problem Solving: Demonstrated success as a highly creative, curious technologist. Strong ability to autonomously leverage core resources and tools (e.g., Reporting, Dashboards, AI tools, Slack) to resolve complex customer issues.

Preferred Qualifications Industry & Consulting Background

• Relevant Experience: 3+ years of industry background in Customer Success, SaaS platform usage, MuleSoft development or implementation work, or related functional areas.

• Consulting & Value Realization: Demonstrated ability to drive business value, facilitate complex discussions, handle objections, and successfully influence C-level conversations.

• Commercial Acumen: Deep understanding of how broad industry trends impact a customer's business, with the ability to identify strategies that improve both customer and business outcomes.

Professional Development

• Growth Mindset: Actively seeks out relevant learning activities, approaches obstacles as growth opportunities, and utilizes experienced mentors to accelerate personal and professional development.

Note: This role is office-flexible, and the expectation is to be in office 3 days per week.

Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

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In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $117,400 - $177,600 annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $140,900 - $193,700 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.