Profound
Manager, Engagement Management, Scale
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Manager, Engagement Management, Scale
Manager, Engagement Management, Scale – Profound
Profound is the marketing platform for the AI era. As people increasingly turn to ChatGPT, Perplexity, and Gemini to decide what to buy, we give brands the intelligence to see how AI represents them—and the Agents to act on it. Today, ~13% of the Fortune 500, plus companies like Ramp, Figma, Chime, Calendly, and DocuSign, use Profound to turn AI Search from a black box into a measurable growth channel.
Backed by Lightspeed, Sequoia, Kleiner Perkins, and Khosla Ventures at a $1B valuation, we're a lean, fast-moving team across NYC, SF, Buenos Aires, and London, shipping at a relentless pace and defining a new category at the biggest shift in marketing in 25 years. If you want to do the best work of your career at the frontier of AI, come build it with us.
About the Role
As the Manager, Engagement Management, Scale, you’ll lead and develop a team of Engagement Managers responsible for driving successful implementation, adoption, and ongoing engagement with the Profound platform across our enterprise customer base. You’ll:
- Set the strategic direction for the team
- Define and evolve engagement best practices
- Ensure EMs are equipped to deliver measurable outcomes for their customers
- Champion the voice of the customer
- Scale operational excellence
- Shape how the world’s leading brands navigate the future of AI search
Key Responsibilities
- Lead and develop a team of Engagement Managers, coaching them on tech-touch strategies, customer health frameworks, and driving measurable outcomes across a high-volume book of business
- Own team-level retention, adoption, and expansion metrics across hundreds and thousands of SMB and mid-market accounts, ensuring consistent delivery through human and automated touchpoints
- Design and evolve the scaled engagement playbook—building the systems, triggers, and lifecycle motions for automated, at-scale operations without sacrificing customer outcomes
- Partner with Product, Engineering, and Data teams to translate portfolio-level signals into automation improvements, tooling enhancements, and roadmap influence
- Serve as the operational backbone for the Scaled Customer Success (CS) function—defining how the team uses data to prioritize, intervene, and expand accounts
- Collaborate with Account Management and Sales leadership to align scaled engagement strategies with commercial goals and ensure seamless handoffs across the customer lifecycle
- Recruit, onboard, and develop EM talent, fostering a culture grounded in systems thinking, customer empathy, and continuous iteration
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What You Bring
Expertise
- 6–8+ years in Customer Success, with meaningful time in Digital, Scaled, or Programmatic CS—1–2+ years managing or mentoring a team
- Systems thinker who designs from scratch—consistently delivering measurable customer outcomes (activation, adoption, NRR, retention) in 1:many contexts
- Fluency with AI in daily workflows (agent prototyping, content generation, trend analysis, process automation) and a track record of refining approaches
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Experience
- Hands-on experience with automated health scoring, segmentation logic, lifecycle automation, churn prevention triggers, and digital QBRs
- Experience running live 1:many engagements (webinars, cohorts, communities) with an instinct to continuously refine them
- Ability to analyze consumption dashboards, translate product telemetry into actionable triggers, and understand SQL/lightweight scripting as a plus
Skills
- Exceptional communication and executive presence—crafting strategic conversations, prompts, agent instructions, guides, and playbooks with precision and clarity
- Strong bias for customer empathy—understanding AI search or adjacent marketing/SaaS categories; preference for search/performance marketing expertise
Location
This is an on-site role based in our NYC, SF, or London offices. Ideal for builders who thrive on speed, iteration, and meaningful impact.
Compensation & Benefits
- Base salary range: $125,000–$200,000 (varies by location: NYC/SF)
- Total compensation includes base, variable pay, equity, benefits, and perks
- Final offering will align with skills, experience, and negotiated terms
All formal communication is from @tryprofound.com—ignore suspicious emails.
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