Critical Account Manager

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. IES customers run sophisticated, multi-entity businesses. When they encounter challenges — whether related to integrations, financial workflows, platform capabilities, or product maturity — the impact is real and often urgent. This role exists to make sure those customers have a dedicated internal advocate who can mobilize the right people, drive progress on open issues, and help CSMs retain trust at moments of high friction. This is not a customer support role. You partner with and amplify the work of our Customer Success Managers, stepping in when an account needs more than one person can deliver and when the right outcome requires sustained, cross-functional attention.

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.

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