Senior Enterprise Critical Accounts Partner

Intuit; Atlanta (GA); On-site; USD 90,000 - 150,000; Full time

Job summary

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.

Qualifications

• 3–5 years in customer success or account management in B2B SaaS.
• Experience partnering with Customer Success Managers on retention and discovery.
• Coordinate across CS, product, and engineering without direct authority.
• Strong written and verbal communication; ability to craft executive updates.
• Familiar with Jira and CRM tools (Salesforce or Gainsight).
• Experience with enterprise accounting software or ERP is a plus.

Responsibilities

• Partner with CSMs on at‑risk accounts to develop retention plans.
• Lead escalation management with cross‑functional teams.
• Triage and route escalations based on issue type (ERP, data migration, integrations).
• Submit structured product feedback to weekly product reviews.
• Prepare executive summaries for leadership reviews.
• Monitor accounts exiting critical status and handoff to the CSM.
• Share learnings to improve team performance.

Skills

Customer Success

Account Management

Cross-functional Coordination

Communication

Tools

Jira

Salesforce

Gainsight

Job description

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.