Intuit Inc

Critical Account Manager

Intuit Inc • $100K — $120K *
Atlanta, GA 30349In-Person
Enterprise Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 3-5 years of experience in B2B SaaS customer success or account management with complex customer coordination.
  • Experience as a partner to Customer Success Managers, notably in retention and stakeholder management.
  • Ability to build cross-departmental relationships to advocate for customer needs effectively.
  • Strong written and verbal communication skills for articulating customer situations clearly.
  • Organized and able to manage multiple active accounts concurrently with consistent follow-through.
  • Familiarity with issue tracking tools like Jira and CRMs such as Salesforce or Gainsight.
  • Understanding of enterprise accounting software and multi-entity financial workflows is preferred.

Responsibilities

  • Partner with Customer Success Managers on high-risk accounts to strategize for retention and manage escalations.
  • Conduct regular consultations with CSMs to identify customer goals and constraints, and create tailored action plans.
  • Triage incoming escalations to appropriate internal teams based on specific issues.
  • Compile structured product feedback for at-risk accounts to inform product and engineering reviews.
  • Support critical activations on assigned accounts by maintaining communication and documentation with updates for stakeholders.
  • Monitor accounts exiting critical status to ensure proper transition and long-term support.
  • Foster a collaborative team environment and share insights to enhance customer support practices.

Benefits

  • Opportunities for cash bonuses and equity rewards.
  • Access to a competitive compensation package based on performance.
  • A workplace focused on equality, inclusion, and collaboration.
  • Regular pay comparisons to promote equitable compensation across diverse categories.
Full Job Description
Job Overview

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.

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.


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.

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 ). 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.

About Intuit Inc

Intuit offers business and financial management solutions for SMBs, financial institutions, consumers, and accounting professionals. The company’s product portfolio includes TurboTax, a software solution that offers free tax filing, efile taxes, and income tax returns; Quicken; QuickBooks; Mint.com, and more. It also offers end-to-end solutions for online tax preparation, download products, mobile tax prep, mortgage interest and property tax, corporations tax, military tax, and more. Intuit was founded by Tom Proulx and Scott Cook in 1983 and is based in Mountain View, California. The company serves customers in North America, Asia, Europe, and Australia with offices in the United States, Canada, India, U.K., and Singapore.

Intuit Inc Careers

Join the dynamic team at Intuit Inc, a global powerhouse in financial software, where innovation, leadership, and diversity training are at the heart of everything we do. This is an unparalleled opportunity to advance your career with a company that is committed to empowering communities and small businesses with innovative financial solutions.

Work You’ll Do

At Intuit Inc, you’ll be part of a culture that cherishes innovation and values the unique perspectives of its team members. You will collaborate with some of the brightest minds in the industry, using your skills to influence the future of technology and finance. Our team at Intuit Inc is driven by the mission to power prosperity around the world, and you can be at the forefront of this transformation.

Explore Job Opportunities and Growth

Intuit’s career paths are as diverse as the innovative solutions we provide to millions. From finance to software engineering, our job opportunities span across multiple disciplines. Whether you’re looking for a full-time position, an internship, or leadership roles, Intuit offers a world of opportunities for professional growth. Our hiring process is designed to identify and attract professionals who are not only skilled but are also passionate about making a difference.

Professional Development and Benefits

Invest in your future with Intuit’s industry-leading benefits and professional development opportunities. Our employees enjoy comprehensive benefits that ensure their personal and professional satisfaction, including health, wellness, and continuous learning perks. At Intuit, we also understand the importance of diversity training and leadership development, providing various programs that foster an inclusive environment.

Join Our Team

Embark on a journey of growth and innovation at Intuit Inc. Search open positions that match your skills and interests. We are looking for curious, creative, and solution-driven team players. Prepare your resume, ace the interview, and join a team that’s committed to creating solutions that power prosperity around the globe.

Networking and Career Advancement

At Intuit Inc, networking and internal mobility are encouraged to foster professional growth and innovation. Connect with leaders and peers through our various networking events, mentorship programs, and collaborative projects. With support at every step of your career, the opportunities at Intuit are limitless.

Stay Connected

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Explore Careers at Intuit Inc

Discover the exciting and rewarding career opportunities awaiting you at Intuit Inc. Let your ambition lead you to success. Join us in our mission to power prosperity and contribute to our journey of continuous innovation.

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At Intuit Inc, every role is a chance to innovate, grow, and make an impact. Join us, and together let's shape the future of finance.
Learn more about Intuit Inc
Size
13,500 employees
Market Cap
$107.4 billion
Industry
Consumer Technology
Net Income
$1.7 billion
Founded
1983
5 Year Trend
+19.6%
Revenue
$7.7 billion
NASDAQ
INTU
* Ladders Estimates

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