Enterprise Critical Accounts Advocate

Intuit Inc.; San Diego (CA); On-site; USD 126,000 - 191,000; Full time

Job summary

Intuit Inc. is building a dedicated Critical Accounts team within Intuit Enterprise Suite (IES) to support our highest-value enterprise customers.

The Critical Accounts Manager will partner with Customer Success Managers, acting as a strategic escalation resource to mobilize the right teams and maintain trust during high-friction moments. This role supports at-risk accounts using structured problem-solving, cross-functional advocacy, and senior-level collaboration to drive progress on open

Qualifications

• 3–5 years of experience in customer success or account management.
• Experience partnering with Customer Success Managers as a partner or escalation resource.
• Comfortable building relationships across CS, product, and engineering to drive progress without direct authority.
• Strong written and verbal communication; can articulate a customer situation for internal teams and leadership.
• Well-organized with the ability to manage several active accounts at different stages and maintain follow-through on all items.

Responsibilities

• Partner with Customer Success Managers on elevated churn-risk accounts, contributing to retention strategy, discovery, and escalation management.
• Run regular consulting cadences with assigned CSMs on at-risk accounts, building shared understanding of goals and blockers.
• Triage and route escalations to the appropriate internal team based on issue type (multi-entity workflows, data migration, integrations, reporting, payroll).
• Submit structured product feedback on behalf of at-risk accounts to product/engineering reviews, with context and business impact.
• Support Tier 3 activations by maintaining save channel communications and executive summaries for leadership reviews.
• Own the monitoring period for accounts exiting critical activation status with consistent check-ins and handoff to CSM.

Skills

Customer Success

Account Management

Cross-functional coordination

Communication

Stakeholder management

Escalation management

Tools

Jira

Salesforce

Gainsight

ERP systems

Job description

Intuit Inc. is building a dedicated Critical Accounts team within Intuit Enterprise Suite (IES) to support our highest-value enterprise customers.

The Critical Accounts Manager will partner with Customer Success Managers, acting as a strategic escalation resource to mobilize the right teams and maintain trust during high-friction moments. This role supports at-risk accounts using structured problem-solving, cross-functional advocacy, and senior-level collaboration to drive progress on open