Strategic Critical Accounts Manager

Intuit; Mountain View (CA); On-site; USD 141,000 - 191,000; Full time

Job summary

Intuit is seeking a Critical Accounts Manager to partner with Customer Success Managers and act as a strategic escalation resource for our enterprise customers. You will mobilize cross-functional teams to resolve complex issues in areas like multi-entity workflows, data migration, and payments infrastructure.

The role emphasizes collaboration, structured problem-solving, and proactive risk management to protect high-value relationships.

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.

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.

Skills

Cross-functional collaboration

Account management

Customer success

Communication

Relationship building

Strategic thinking

Tools

Jira

Salesforce

Gainsight

Job description

Intuit is seeking a Critical Accounts Manager to partner with Customer Success Managers and act as a strategic escalation resource for our enterprise customers. You will mobilize cross-functional teams to resolve complex issues in areas like multi-entity workflows, data migration, and payments infrastructure.

The role emphasizes collaboration, structured problem-solving, and proactive risk management to protect high-value relationships.