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 indicators — health scores, SLA status, product usage signals, and support ticket trends — across the IES book to identify accounts trending toward risk before they require critical activation.
• Triage newly flagged at-risk accounts, validating severity and routing each to the appropriate owner: CSM-led resolution, Critical Account Manager engagement, or full critical activation.
• Partner directly with CSMs on early-stage risk accounts, helping frame the issue, identify root cause, and put a lightweight action plan in place before the situation escalates further.
• Maintain and refine the criteria used to flag at-risk accounts, working with Critical Account Managers and leadership to close gaps between systems (for example, discrepancies between health-scoring tools and other risk signals).
• Track outcomes of early interventions to build a feedback loop on what is working, and share patterns with the Risk Team Program Manager and CS leadership.
• Serve as the connective tissue between CSMs, Critical Account Managers, and the escalation reporting layer, ensuring no early risk signal goes unactioned.
• Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion.

Qualifications

• 3–5 years of experience in customer success, account management, or risk/retention analysis in a B2B SaaS or enterprise software environment.
• Comfortable working with account health data and health-scoring platforms to identify trends and flag risk early.
• Experience partnering with CSMs on retention or risk conversations, including framing issues and building lightweight action plans.
• Strong analytical instincts paired with strong communication skills — able to translate a data signal into a clear, actionable recommendation.
• Familiarity with Salesforce, Gainsight, or a comparable CRM/health platform; Jira experience a plus.
• Well organized, with the ability to monitor a broad account portfolio and prioritize which signals need action first.
• Experience with or exposure to enterprise accounting, ERP platforms, or multi-entity financial workflows is a plus.

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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.