Senior Critical Account Manager, IES

Senior Critical Account Manager

Intuit Enterprise Suite (IES) is building a dedicated Escalation team to support our highest-value enterprise customers through complex, high-stakes moments with the platform. At any given time, hundreds of IES accounts are navigating serious challenges situations with real operational and financial consequences for the businesses depending on us. Our Customer Success Managers work hard on behalf of these customers, and this team exists to make sure the most critical situations have the dedicated, senior-level attention they require.

As a Senior Critical Account Manager, you will own the end-to-end lifecycle for our most complex escalations accounts where the stakes are high, the internal coordination is difficult, and resolution requires someone who can hold everything together over weeks. You will carry a book of 1520 active cases, co-own the weekly product and engineering review that drives systemic resolution, and serve as a force multiplier for the CSMs and earlier-career CAMs around you.

This is a senior individual contributor role. You operate with a high degree of independence, shape how the team functions, and are the person leadership turns to when a situation requires both the technical depth to understand what's happening and the organizational credibility to move things forward. This is not a customer support role it is a strategic CS partner and escalation leadership position.

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 1520 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.

Qualifications

• 58 years of experience in enterprise customer success, technical account management, or critical account management in a B2B SaaS or enterprise software environment. You have been the internal owner on high-stakes relationships where losing the customer was a real possibility and where your ownership, judgment, and ability to mobilize the right people made a measurable difference in the outcome.
• Proven track record managing escalations involving business continuity risk, executive-level relationships, and cross-functional complexity requiring sustained ownership over weeks. You have driven situations like this to resolution before, and you know what it takes.
• Strong working knowledge of multi-entity financial workflows, enterprise accounting, or ERP platforms is required. IES customers are managing intercompany consolidation, ACH and Bill Pay workflows, and complex accounting structures from day one you need to be able to engage with their operational challenges at a substantive level and translate them into clear, actionable asks for internal teams.
• Strong internal stakeholder management: you build trust with product and engineering teams through preparation, consistency, and follow-through. You know how to maintain productive working relationships even when the answers to customer questions are hard, and how to escalate without damaging the partnerships the team depends on.
• Excellent written and verbal communication. You write executive summaries that are accurate and actionable, communicate with customers in ways that preserve trust even in difficult moments, and present program status to senior leadership with confidence.
• Experience with Salesforce, Airtable, or a comparable CRM and customer health platform. Functional experience with Jira for issue tracking and escalation management. Able to manage 1520 active accounts at varying lifecycle stages simultaneously without losing precision.
• Experience mentoring or coaching earlier-career CS professionals.