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About Intuit
Intuit is a financial software company known for products like TurboTax, QuickBooks, Mint, and Credit Karma, helping consumers and small businesses manage their finances and taxes. Industry: Financial Software & Technology
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As a Technical Risk Specialist within the Intuit Enterprise Suite team, you will serve as a proactive partner in the early stages of the risk lifecycle to prevent critical escalations for high-value enterprise customers. You will monitor account health signals, including SLA status, product usage trends, error rates, and API activity to identify accounts trending toward risk. Your daily responsibilities include triaging flagged accounts, diagnosing technical root causes, and routing issues to the appropriate owners while collaborating with Customer Success Managers and Critical Account Managers. You will participate in customer conversations to explain complex technical findings in plain terms. Required skills include technical fluency with SaaS platforms, integrations, and data flows, alongside experience with Salesforce, Gainsight, or similar CRM tools. You must be able to analyze telemetry and error signals to provide actionable insights across a multi-product platform.
Monitor account health signals, technical indicators, and product usage to identify risks before they become critical escalations.
Triage at-risk accounts by validating severity, identifying root causes, and routing them to the appropriate internal owners.
Act as a technical counterpart to Critical Account Managers by providing context and support during high-stakes activations.
Join customer conversations to scope issues, explain root causes in plain terms, and represent the company in technical discussions.
Analyze complex data flows across multiple products and integrations to identify risks spanning the entire platform.
Partner with Customer Success Managers to translate technical findings into actionable plans for early-stage risk accounts.
Refine the criteria and technical thresholds used to flag at-risk accounts based on system feedback and leadership input.
Track intervention outcomes to identify patterns and provide feedback to Product and Engineering teams.
What we're looking for
3-5 years of experience in customer success, technical account management, solutions or support engineering, or risk/retention analysis in a B2B SaaS environment.
Experience in customer-facing situations including live technical conversations with enterprise customers.
Technical fluency with SaaS platforms, integrations, APIs, data flows, and common failure modes.
Ability to form root-cause hypotheses from telemetry and error signals.
Ability to reason about risk across multi-product platforms and complex workflows.
Experience partnering with CSMs and account managers on retention or risk conversations.
Strong analytical instincts paired with the ability to translate technical details into executive-ready summaries.
Familiarity with Salesforce, Gainsight, or similar CRM/health platforms; Jira experience is strongly preferred.