Customer Risk Manager - MuleSoft

Salesforce•Indianapolis, IN

19d•$117,400 - $193,700•Hybrid

About The Position

The Customer Risk Manager delivers risk management to resolve complex customer issues and mitigate attrition risk. The role owns a defined portfolio, territory, or Cloud and serves as the primary escalation point for enterprise-level accounts, partnering with executive-level internal and external stakeholders. It provides strategic visibility and coordinates cross-functional resources to navigate sensitive customer scenarios and prevent significant dissatisfaction. Depending on the escalation and the level of engagement needed, the manager may advise internally or work directly with the customer. The role requires deep MuleSoft platform knowledge, including Anypoint Platform components and enterprise integration concepts, alongside working knowledge of Salesforce products and broader enterprise technical environments. The manager uses this expertise to work credibly with technical stakeholders, resolve customer issues, and recognize when to engage deeper technical expertise. The position is office-flexible, with an expectation of working in the office three days per week.

Requirements

8+ years of experience in account management, consultation, project management, and/or escalation management.
Ability to manage and prioritize a high-volume workload with attention to detail, time sensitivity, and strong organizational skills.
BA/BS degree; quantitative or technical degree preferred. Other degrees and equivalent work experience will also be considered.
Excellent written and verbal communication skills, including the ability to tailor messaging to the audience, explain complex issues to executives, translate technical concepts into business terms, and remain composed under stress.
Ability to influence without authority and collaborate with diverse internal and external partners.
Critical-thinking skills and a focus on scalable approaches, consistent procedures, and disciplined execution.
Deep understanding of the MuleSoft Anypoint Platform, including API Manager, API Designer, Runtime Manager, and CloudHub/RTF deployment models.
Understanding of core integration concepts, including APIs, ESBs, iPaaS, and event-driven architecture.
Understanding of common MuleSoft use cases and how they connect to customer digital transformation or Salesforce strategy, including MuleSoft Agent Fabric and its management and orchestration of AI agents and MCP servers on Anypoint.
Working knowledge of the broader Salesforce Product Suite and enterprise technical environments, including databases, APIs, authentication, and integration middleware.
Creative, curious approach to technology and ability to autonomously use available resources and tools to resolve customer issues.

Nice To Haves

3+ years of industry experience in Customer Success, SaaS platform usage, MuleSoft development or implementation, or related functional areas.
Demonstrated ability to drive business value, facilitate complex discussions, handle objections, and influence C-level conversations.
Commercial acumen, including understanding how industry trends affect customers and identifying strategies that improve customer and business outcomes.
Growth mindset, including seeking relevant learning opportunities, treating obstacles as opportunities to grow, and using experienced mentors for development.

Responsibilities

Partner with internal teams to prioritize, analyze, and resolve complex customer issues to achieve high customer satisfaction.
Own a defined portfolio, territory, or Cloud and be accountable for the health, prioritization, and outcomes of risks within scope.
Serve as the primary escalation point for enterprise customers and manage high-complexity, high-visibility accounts requiring senior judgment and executive coordination.
Act as a subject matter expert on the Red Account lifecycle, defining best practices and promoting consistency across the organization.
Develop trusted relationships with executive-level leaders and determine how and when to engage executives for awareness and action.
Provide consultative advice on complex issues using cross-functional knowledge and historical resolution paths.
Identify and drive process improvements that address systemic risks and create organizational change.
Communicate status and resolution to customers and Salesforce personnel factually, professionally, promptly, and consistently.
Use root cause analysis and trend reporting to identify and drive systemic change across Salesforce.
Balance portfolio work with strategic initiatives that have measurable impact across the broader business.
Use Salesforce resources and tools, including reporting, dashboards, AI tools, and Slack, to resolve complex customer issues.