Enterprise Critical Accounts Partner

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

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