Note: The job is a remote job and is open to candidates in USA. Intuit is building a dedicated Escalation team to support their highest-value enterprise customers through complex challenges. As a Senior Critical Account Manager, you will manage the end-to-end lifecycle for critical escalations, ensuring these accounts receive the focused attention and strategic leadership they require.
Responsibilities
- Own the full critical activation lifecycle for IES’s most complex and highest-value accounts: lead kickoff calls with CSMs/ICs and supporting cross-functional teams, build customized action plans within 48 hours of activation, manage executive sponsor coordination, drive the 30-day critical period through to resolution, and execute structured 60-day monitoring and CSM handoff
- Carry a book of 15–20 active escalation cases, serving as the senior partner to Customer Success Managers navigating the highest-risk situations in the IES portfolio. Coach CSMs/ICs on discovery, escalation framing, and difficult customer conversations. Step in as the dedicated resource when a situation requires sustained, senior attention that a CSM cannot provide independently
- Co-own the weekly IES product and engineering review — curating the agenda, ensuring every item has a Jira ticket and a named owner, building and maintaining productive working relationships with product team contacts across all IES escalation categories, and facilitating sessions in the absence of the team lead
- Identify patterns across your accounts and across the broader escalation queue. Surface them as structured insights for CS and product leadership, with the specificity and data quality the business can act on. The goal is helping the right teams understand where our most impactful opportunities to improve customer outcomes lie — not assigning blame, but enabling better prioritization
- Ensure the product feedback loop is working at scale on your accounts: every active issue has a Jira ticket with a named owner and a target date, every CSM receives updates with customer-facing language they can use directly, and every resolved item is confirmed with the customer before it is closed
- Identify expansion signals within your book of business and surface them to CSM and Sales partners. Named account coverage at this level creates unique visibility into customer trajectory — accounts that come through a critical activation with trust intact are often among the best expansion and reference opportunities
- Prepare and deliver weekly executive summary slides for all activated accounts, providing accurate and concise status across open items and clear next steps for each stakeholder ahead of Tuesday leadership reviews
- Coordinate with the Accountant Escalation Program on overlapping accounts, maintaining shared escalation criteria and aligned customer communication across programs
- Contribute to team documentation including escalation playbook sections and onboarding materials for new CAMs and CSMs. Model the standard of ownership, follow-through, and CSM partnership the team holds itself to
- Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion
Skills
- 5–8 years of experience in enterprise customer success, technical account management, or critical account management in a B2B SaaS or enterprise software environment
- Proven track record managing escalations involving business continuity risk, executive-level relationships, and cross-functional complexity requiring sustained ownership over weeks
- Strong working knowledge of multi-entity financial workflows, enterprise accounting, or ERP platforms is required
- Strong internal stakeholder management: you build trust with product and engineering teams through preparation, consistency, and follow-through
- Excellent written and verbal communication
- Experience with Salesforce, Airtable, or a comparable CRM and customer health platform
- Functional experience with Jira for issue tracking and escalation management
- Experience mentoring or coaching earlier-career CS professionals
Benefits
- 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.
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