Strategic Critical Accounts Manager

Intuit Inc.; United States; Presencial; USD 126.000 - 191.000; Jornada completa

Descripción de la vacante

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 and cross-functional reach.

This is not a pure support role. You will mobilize the right teams, drive progress on open issues, and help CSMs retain trust during

Formación

• 3–5 years in customer success or account management in a B2B SaaS environment.
• Experience partnering with Customer Success Managers on retention conversations, discovery, and stakeholder navigation.
• Comfortable building relationships across CS, product, and engineering without direct authority.
• Strong written and verbal communication skills for internal updates and leadership messaging.
• Well-organized with the ability to manage several active accounts concurrently.
• Familiarity with Jira, Salesforce, Gainsight, or comparable CRM tools.

Responsabilidades

• Partner with Customer Success Managers on accounts with elevated churn risk, contributing to retention strategy, discovery, and escalation management.
• Run regular consulting cadences with assigned CSMs on at-risk accounts, building a shared understanding of goals, constraints, and blockers.
• Triage and route escalations to the appropriate internal team based on issue type.
• Submit structured product feedback in weekly IES reviews with clear context and business impact.
• Support Tier 3 activations by maintaining communications and executive summaries for leadership reviews.
• Own monitoring for accounts exiting critical activation status and ensure smooth handoffs to CSM.
• Share learnings to continuously raise the bar on customer support.

Conocimientos

Customer success

Account management

Cross-functional coordination

Jira

Salesforce

Gainsight

CRM

Herramientas

Jira

Salesforce

Gainsight

Descripción del empleo

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 and cross-functional reach.

This is not a pure support role. You will mobilize the right teams, drive progress on open issues, and help CSMs retain trust during