Technical Risk Specialist

Intuit Inc.; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

Intuit is building a dedicated Escalation Management Team to support high-value enterprise customers. The Proactive Risk Specialist owns the earliest risk signals, coordinating with CSMs and CAMs to intervene before issues escalate.

This role is upstream to critical activations, working across product suites and data flows to keep accounts healthy and ready for intervention when needed.

Qualifications

• 3-5 years of experience in customer success or risk/retention analysis in a B2B SaaS or enterprise software environment.
• Comfortable in live technical conversations with enterprise customers and able to explain root causes and paths forward.
• Technical fluency with SaaS platforms, API activity, data flows and telemetry to form root-cause hypotheses.
• Able to reason about multi-product platforms and cross-functional risk across tools and integrations.
• Experience partnering with CSMs and account managers on retention or risk conversations.

Responsibilities

• Monitor account health signals across health scores, SLA status, product usage and support trends to identify at-risk accounts early.
• Triage flagged accounts, validate severity, and route to the appropriate owner for resolution.
• Partner with Critical Account Managers as upstream technical counterpart and support in activations.
• Join customer conversations to scope and reproduce issues and explain root cause in customer-friendly terms.
• Work across the full product suite to reason about risk spanning multiple products and data flows.
• Serve as the connective tissue between CSMs, CAMs, Product and Engineering to ensure signals are acted on.
• Maintain and refine criteria to flag at-risk accounts and close gaps between health tools and telemetry.
• Track outcomes of early interventions and share patterns with leadership and Product.

Skills

Customer success

Technical account management

Data analysis

Communication skills

Problem solving

Tools

Salesforce

Gainsight

Jira

Job description

Intuit Enterprise Suite (IES) is building a dedicated Escalation Management Team to support our highest-value enterprise customers through complex, high-stakes moments with the platform. Most critical escalations are preventable if the warning signs are caught early enough — which is where this role comes in.

As Proactive Risk Specialist, you own the earliest stage of the risk lifecycle: monitoring account health signals before an issue becomes a critical escalation, and getting the right intervention moving while there is still time to change the outcome. You work upstream of the Critical Account Manager team, catching risk early and routing it to the right owner before it requires a full critical activation.

This is not a customer support role. It is a proactive, data-informed partner role that works alongside Customer Success Managers and feeds a healthier, better-triaged queue into the rest of the Escalation Management Team.

Responsibilities

• Monitor account health and technical indicators across the IES book: health scores, SLA status, product usage, and support ticket trends, alongside error rates, integration and sync status, API activity, and performance signals, to identify accounts trending toward risk before they require critical activation.
• Triage newly flagged at-risk accounts, validating severity and getting to likely technical root cause, then routing each to the appropriate owner: CSM-led resolution, Critical Account Manager engagement, or full critical activation.
• Partner closely with Critical Account Managers as their upstream technical counterpart: hand off diagnosed risk with context, stay engaged on active accounts where a technical read is needed, and support them directly in critical activations.
• Join customer conversations when the situation calls for it, whether alongside a CSM, a CAM, or on your own, to scope and reproduce issues, explain root cause in terms the customer can act on, and represent IES credibly in technical discussions.
• Work fluently across the full IES product suite and the ways customers connect and configure it, so you can reason about risk that spans multiple products, integrations, and data flows rather than a single tool.
• Serve as an early technical point of contact on at-risk accounts: understand the customer's configuration, integrations, and multi-entity data flows, and know when to pull in Product or Engineering.
• Partner directly with CSMs on early-stage risk accounts, translating technical findings into plain terms, framing the issue, identifying root cause, and putting a lightweight action plan in place before the situation escalates further.
• Maintain and refine the criteria used to flag at-risk accounts, including technical thresholds, working with Critical Account Managers and leadership to close gaps between systems (for example, discrepancies between health-scoring tools and product telemetry).
• Track outcomes of early interventions to build a feedback loop on what is working, and share both business and technical patterns with the Risk Team Program Manager, CS leadership, and Product.
• Serve as the connective tissue between CSMs, Critical Account Managers, Product and Engineering, and the escalation reporting layer, ensuring no early risk signal, business or technical, goes unactioned.
• Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion.

Qualifications

• 3-5 years of experience in customer success, technical account management, solutions or support engineering, or risk/retention analysis in a B2B SaaS or enterprise software environment.
• Comfortable in customer-facing situations, including live technical conversations with enterprise customers, and able to hold credibility while explaining a problem and a path forward.
• Technical fluency with SaaS platforms: comfortable reasoning about integrations, APIs, data flows, and common failure modes, and able to form a root-cause hypothesis from telemetry and error signals.
• Able to work across a broad, multi-product platform and reason about how risk moves across products, integrations, and workflows rather than in a single tool.
• Comfortable working with account health data and health-scoring platforms alongside product and usage telemetry to identify trends and flag risk early.
• Experience partnering with CSMs and account managers on retention or risk conversations, including translating technical detail into clear, actionable recommendations and lightweight action plans.
• Strong analytical instincts paired with strong communication skills, able to move from a log line to an executive-ready summary.
• Familiarity with Salesforce, Gainsight, or a comparable CRM/health platform; Jira experience strongly preferred.
• Well organized, with the ability to monitor a broad account portfolio and prioritize which signals need action first.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.