Company Careers ·
full-timeCustomer Risk Manager - Mulesoft
Salesforce · Indiana - Indianapolis
Salesforce is a global leader in AI-powered CRM solutions, focusing on workforce transformation and enterprise software. The Customer Risk Manager for Mulesoft plays a critical role in maintaining account health by identifying, managing, and resolving complex customer issues. In this position, you will act as the primary point of escalation for enterprise-level accounts, orchestrating cross-functional resources to mitigate attrition risk and ensure high levels of customer satisfaction. Daily responsibilities include performing root cause analysis, managing the Red Account lifecycle, and providing strategic consultation to both internal executive stakeholders and external clients. You will be expected to balance immediate issue resolution with long-term process improvements to address systemic risks. This role is well-suited for experienced professionals with a background in account management, project management, or escalation management who possess the ability to influence without authority. Successful candidates will demonstrate exceptional communication skills, the ability to translate technical concepts for business audiences, and the composure to navigate high-visibility, high-pressure scenarios while maintaining professional standards.
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. 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 dee
| Role | Customer Risk Manager - Mulesoft |
|---|---|
| Company | Salesforce |
| Location | Indiana - Indianapolis |
| Type | full-time |
| Compensation | Not disclosed |
| Posted | 2026-10-21 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Customer Risk Manager - Mulesoft at Salesforce: frequently asked questions
- What is the salary for this role?
- Salesforce has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Customer Risk Manager - Mulesoft position remote, hybrid or onsite?
- The listing gives Indiana - Indianapolis as the location and does not state a work mode.
- What is the application deadline?
- Salesforce has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Customer Risk Manager - Mulesoft role?
- Use the Apply button on this page. It opens the original listing on salesforce.wd12.myworkdayjobs.com, where you submit your application with the company.
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