Early-Stage Risk Intelligence Lead

Intuit Inc.; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

Intuit is building a dedicated Escalation Management Team to support high-value enterprise customers. The Proactive Risk Specialist owns the earliest risk signals, coordinating with CSMs and CAMs to intervene before issues escalate.

This role is upstream to critical activations, working across product suites and data flows to keep accounts healthy and ready for intervention when needed.

Qualifications

• 3-5 years of experience in customer success or risk/retention analysis in a B2B SaaS or enterprise software environment.
• Comfortable in live technical conversations with enterprise customers and able to explain root causes and paths forward.
• Technical fluency with SaaS platforms, API activity, data flows and telemetry to form root-cause hypotheses.
• Able to reason about multi-product platforms and cross-functional risk across tools and integrations.
• Experience partnering with CSMs and account managers on retention or risk conversations.

Responsibilities

• Monitor account health signals across health scores, SLA status, product usage and support trends to identify at-risk accounts early.
• Triage flagged accounts, validate severity, and route to the appropriate owner for resolution.
• Partner with Critical Account Managers as upstream technical counterpart and support in activations.
• Join customer conversations to scope and reproduce issues and explain root cause in customer-friendly terms.
• Work across the full product suite to reason about risk spanning multiple products and data flows.
• Serve as the connective tissue between CSMs, CAMs, Product and Engineering to ensure signals are acted on.
• Maintain and refine criteria to flag at-risk accounts and close gaps between health tools and telemetry.
• Track outcomes of early interventions and share patterns with leadership and Product.

Skills

Customer success

Technical account management

Data analysis

Communication skills

Problem solving

Tools

Salesforce

Gainsight

Jira

Job description

Intuit is building a dedicated Escalation Management Team to support high-value enterprise customers. The Proactive Risk Specialist owns the earliest risk signals, coordinating with CSMs and CAMs to intervene before issues escalate.

This role is upstream to critical activations, working across product suites and data flows to keep accounts healthy and ready for intervention when needed.