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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 Escalation Management Team, you will serve as a proactive partner identifying account health risks before they become critical escalations. You will monitor technical indicators such as SLA status, product usage, error rates, API activity, and integration sync status to detect trends across a multi-product platform. Your daily responsibilities include triaging at-risk accounts, diagnosing root causes from telemetry data, and translating complex technical findings into actionable plans for Customer Success Managers. You will also participate in customer conversations to explain issues and represent the product suite credibly. Required skills include experience with B2B SaaS environments, proficiency in Salesforce or Gainsight, and familiarity with Jira. You must be able to analyze data flows and provide executive-ready summaries while managing a broad portfolio of accounts to ensure no risk signal goes unactioned.
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.
Participate in customer conversations to scope issues, explain root causes, and provide actionable technical guidance.
Analyze complex data flows across multiple products and integrations to identify risks spanning the entire platform.
Translate technical findings into plain language for Customer Success Managers to create early-stage action plans.
Refine risk detection criteria by analyzing telemetry data and identifying gaps in existing health-scoring tools.
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/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 combined 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.