Customer Risk Manager

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. At Salesforce, we help organizations transform how they connect with customers using trusted AI and data. As a Customer Risk Manager, you will lead critical risk mitigation and escalation management strategies to drive customer resolution, prevent attrition, and protect long-term partnerships across our customer base in the UAE and wider Middle East region. In this role, you will serve as a strategic orchestrator during critical, business-impact customer scenarios. You will align cross-functional teams, provide executive-level visibility, and navigate complex business challenges to deliver successful outcomes. Whether advising internal leaders or engaging directly with customer executives in English or Arabic, your work will turn complex customer challenges into long-term success. Key Responsibilities - Drive end-to-end resolution of complex, high-visibility customer issues by aligning cross-functional teams across engineering, product, sales, and executive leadership. - Serve as a trusted advisor to internal leadership and customer executives, providing data-driven recommendations and strategic resolution paths. - Evaluate the business impact of customer risks to prioritize resources, establish clear action plans, and accelerate resolution timelines. - Deliver clear, structured, and factual status updates in English to customer leadership and internal stakeholders, with Arabic language capability supporting customer engagement where appropriate. - Analyze incident trends and root causes to identify operational gaps and drive systemic enhancements across Salesforce processes and products. - Facilitate alignment across matrixed organizations to ensure customer expectations are managed transparently and effectively. Required Qualifications - Demonstrated experience in customer escalation management, account management, technical consulting, or enterprise project delivery. - Proven capability to lead through multi-stakeholder business challenges with composed, structured problem-solving and clear judgment. - Strong written and verbal communication skills, with a track record of translating complex concepts into business outcomes for executive audiences. - Ability to drive timely action and influence cross-functional teams without direct authority. - Practical experience using enterprise CRM tools and collaboration platforms (e.g., Salesforce platform, reports, dashboards, Slack). - Professional working fluency in English (written and verbal) for executive-level communication and documentation. - Bachelor’s degree or equivalent practical experience. Preferred Qualifications - Arabic language proficiency is strongly preferred, particularly for customer-facing engagement across the UAE and wider Middle East region. - Commercial experience developing strategies that improve customer retention and business outcomes. - Familiarity with the Salesforce product ecosystem, customer deployment patterns, and enterprise use cases. - Experience utilizing AI-driven insights, analytics, or automated reporting tools to assess customer health metrics and mitigate risk proactively. 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. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form. Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI

Bachelor’s degree or equivalent practical experience. Demonstrated experience in customer escalation management, account management, technical consulting, or enterprise project delivery. Proven capability to lead through multi-stakeholder business challenges with composed, structured problem-solving and clear judgment. Strong written and verbal communication skills, with a track record of translating complex concepts into business outcomes for executive audiences. Ability to drive timely action and influence cross-functional teams without direct authority. Practical experience using enterprise CRM tools and collaboration platforms (e.g., Salesforce platform, reports, dashboards, Slack). Professional working fluency in English (written and verbal) for executive-level communication and documentation.

Drive end-to-end resolution of complex, high-visibility customer issues by aligning cross-functional teams across engineering, product, sales, and executive leadership. Serve as a trusted advisor to internal leadership and customer executives, providing data-driven recommendations and strategic resolution paths. Evaluate the business impact of customer risks to prioritize resources, establish clear action plans, and accelerate resolution timelines. Deliver clear, structured, and factual status updates in English to customer leadership and internal stakeholders, with Arabic language capability supporting customer engagement where appropriate. Analyze incident trends and root causes to identify operational gaps and drive systemic enhancements across Salesforce processes and products. Facilitate alignment across matrixed organizations to ensure customer expectations are managed transparently and effectively.