Critical Account Manager

Intuit; San Diego (CA); On-site; USD 126,000 - 171,000; Full time

Job summary

Intuit Enterprise Suite (IES) is building a dedicated Critical Accounts team to support our highest-value enterprise customers. As a Critical Account Manager, you will partner with Customer Success Managers as a strategic escalation resource, bringing cross-functional reach and structured problem-solving to high-friction moments.

This is not a customer support role; you will step in when accounts need more than one person and when sustained collaboration across CS, product, and engineering is

Qualifications

• 3-5 years of experience in customer success, account management, or a similar customer-facing role in a B2B SaaS environment.
• Experience partnering with Customer Success Managers as a fallback or escalation resource.
• Comfortable collaborating across CS, product, and engineering to drive progress without direct authority.
• Strong written and verbal communication, ability to articulate customer situations for internal teams.

Responsibilities

• Partner with Customer Success Managers on accounts with elevated churn risk and contribute to retention strategy.
• Run regular consultative cadences with assigned CSMs and develop tailored action plans.
• Triage and route escalations to appropriate internal teams based on issue type.
• Submit structured product feedback to product and engineering reviews with clear context and impact.
• Support Tier 3 activations with maintained communications and executive summaries.
• Own monitoring during and after critical activation periods with proper handoffs to CSM.
• Share learnings to raise the bar on supporting customers through difficult situations.

Skills

Customer success

Account management

Communication

Relationship building

Tools

Jira

Salesforce

Gainsight

Job description

Overview

Job Overview

Intuit Enterprise Suite (IES) is building a dedicated Critical Accounts team to support our highest-value enterprise customers through their most complex moments with the platform. As a Critical Account Manager, you will work alongside Customer Success Managers as a strategic partner and escalation resource - bringing additional capacity, cross-functional reach, and structured problem-solving to situations where the standard CS motion needs reinforcement.

IES customers run sophisticated, multi-entity businesses. When they encounter challenges - whether related to integrations, financial workflows, platform capabilities, or product maturity - the impact is real and often urgent. This role exists to make sure those customers have a dedicated internal advocate who can mobilize the right people, drive progress on open issues, and help CSMs retain trust at moments of high friction.

This is not a customer support role. You partner with and amplify the work of our Customer Success Managers, stepping in when an account needs more than one person can deliver and when the right outcome requires sustained, cross-functional attention.

Responsibilities

• Partner with Customer Success Managers on accounts with elevated churn risk, contributing to retention strategy, discovery, and escalation management. Serve as a collaborative resource that helps CSMs navigate complex situations with more structure, more internal reach, and more senior support.
• Run regular consulting cadences with assigned CSMs on at-risk accounts, building a shared understanding of the customer’s goals, constraints, and current blockers. Help develop tailored action plans and ensure the right internal teams are engaged at the right time.
• Triage and route incoming escalations to the appropriate internal team based on the nature of the issue - whether it involves multi-entity accounting workflows, data migration, third-party integrations, Bill Pay or ACH processing, reporting functionality, or payroll capabilities.
• Submit structured product feedback on behalf of at-risk accounts to the weekly IES product and engineering review, ensuring each submission includes clear context on what the customer is trying to accomplish, what is blocking them, and what the business impact is. Track items through to resolution and communicate status back to the CSM.
• Support Tier 3 critical activations on assigned accounts by maintaining save channel communications, keeping action plan documentation current, and ensuring internal stakeholders are updated on a regular cadence. Prepare executive summary content for leadership reviews.
• Own the monitoring period for accounts exiting critical activation status, maintaining consistent check-ins and ensuring a well-documented handoff back to the CSM that sets them up for long-term account health.
• Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion. Share learnings across the team to continuously raise the bar on how we support customers through difficult situations.

Qualifications

• 3-5 years of experience in customer success, account management, or a similar customer-facing role in a B2B SaaS environment, with demonstrated experience managing complex customer situations that required cross-functional coordination.
• Experience working alongside Customer Success Managers as a partner or escalation resource, including contributing to retention conversations, structuring discovery, and navigating relationships with multiple customer stakeholders.
• Comfortable building relationships across CS, product, and engineering functions to drive progress on customer issues without relying on direct authority.
• Strong written and verbal communication skills. You can clearly articulate a customer situation to an internal team, write a concise status update for leadership, and help a CSM frame a difficult message to a customer in a way that maintains trust.
• Well-organized, with the ability to manage several active accounts at different stages simultaneously and maintain follow-through on every open item.
• Familiarity with Jira for issue tracking and experience with Salesforce, Gainsight, or a comparable CRM for documenting customer health and risk.
• Experience with or exposure to enterprise accounting software, multi-entity financial workflows, or ERP platforms is preferred. Familiarity with API-based integrations or payments infrastructure is a plus.
• Adaptable and energized by building. This team is being stood up and you will help shape how it operates.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

The Expected Base Pay Range For This Position Is

Mountain View, CA $141,000- $191,000

San Diego, CA $126,000- $170,500