Customer Risk Manager
Core
Own a defined portfolio of enterprise-level accounts, serving as the primary escalation point to resolve complex customer issues and mitigate attrition risk.
Role type
Senior Customer Risk Manager (Enterprise Accounts)
Builds
Customer retention and satisfaction for high-value enterprise accounts
Domain
SaaS / Customer Success / Enterprise Risk Management
Deliverable
product features
Required skills
Account management, escalation management, strategic execution, cross-functional collaboration, root cause analysis, trend reporting, process improvement, executive communication, commercial acumen
Preferred skills
Industry consulting background, C-level influence, value realization, growth mindset
Technologies
Salesforce Product Suite, Enterprise Technical Environments (databases, networking, server administration, authentication, server architecture, analytics, scripting, ETL tools), Reporting, Dashboards, AI tools, Slack
Responsibilities
Partner with internal teams to analyze and resolve complex customer issues; Own a defined portfolio accountable for risk health and outcomes; Serve as primary escalation point for enterprise accounts; Operate as SME on Red Account lifecycle; Develop trusted relationships with executive leadership; Provide consultative advice on complex issues; Identify and drive process improvements for systemic risks; Track and communicate status/resolution to customers and personnel; Draw on root cause analysis to drive systemic change; Balance portfolio with strategic initiatives
Seniority
Senior, hands-on IC with executive coordination
