Manager, Engagement Management, Scale

Profound; New York (NY); On-site; USD 150,000 - 200,000; Full time

Job summary

Profound is the marketing platform for the age of AI search, driving adoption and engagement across enterprise customers. We are seeking a Manager, Engagement Management, Scale to lead a team of Engagement Managers delivering measurable outcomes for hundreds of accounts.

You'll partner with Sales, PM, and Eng to scale ops, systemize engagement playbooks, and champion the voice of the customer in a fast-growing AI-first environment.

Qualifications

• 6–8+ years in Customer Success with digital/scaled/programmatic CS experience.
• Experience mentoring or managing a team.
• Systems thinker with a track record of measurable outcomes (activation, adoption, NRR, retention).
• Hands-on fluency with AI in workflows; prototyped agents or used LLMs.
• Experience running live 1:many engagements (webinars, onboarding cohorts).
• Strong data instincts; able to translate telemetry into triggers; SQL or scripting is a plus.

Responsibilities

• Lead and develop a team of Engagement Managers focused on the scaled segment and drive measurable outcomes.
• Own team-level retention, adoption, and expansion metrics across a large book of SMB and mid-market accounts.
• Design and evolve the scaled engagement playbook and lifecycle motions for scaling without compromising outcomes.
• Collaborate with Product, Engineering, and Data to translate signals into automation improvements and roadmap influence.
• Serve as the operational backbone for the Scaled CS function and data-driven prioritization.
• Partner with Sales to align strategies with commercial goals and ensure smooth handoffs across the lifecycle.
• Recruit, onboard, and develop EM talents and foster a culture of systems thinking and customer empathy.

Skills

CS Leadership

Analytics

AI/LLM fluency

Operations design

Executive communication

Tools

SQL

Job description

Profound is the marketing platform for the age of AI search. The way brands reach people is being rewritten — AI models like ChatGPT, Perplexity, and Google AI Mode are now the answer layer between companies and their customers. We built the platform marketers use to understand, measure, and win in that world: the analytics, intelligence, and agent automation that turn AI search from a threat into a competitive advantage.

We went from 0 to a $1B valuation in 18 months. Revenue grew 100x last year. Our customers include 15% of the Fortune 500 like Walmart, Wayfair and U.S. Bank, and innovators like Ramp, MongoDB, and Figma. We are backed by Sequoia, Kleiner Perkins, LSVP, and Khosla Ventures — and we are moving fast enough that the people joining now are building the playbook everyone who comes after them will run.

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, and ensure your EMs are equipped to deliver measurable outcomes for their customers. Partnering closely with leaders across Sales, Account Management, Product, and Engineering, you'll champion the voice of the customer, scale operational excellence, and play a critical role in shaping how the world's leading brands navigate the future of AI search.

What You'll Do

• Lead and develop a team of Engagement Managers focused on the scaled segment, coaching them on tech-touch strategies, customer health frameworks, and how to drive 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 both human and automated touchpoints
• Design and evolve the scaled engagement playbook — building the systems, triggers, and lifecycle motions that enable the team to operate at scale without sacrificing customer outcomes
• Partner with Product, Engineering, and Data to translate portfolio-level signals into automation improvements, tooling enhancements, and roadmap influence
• Serve as the operational backbone for the Scaled CS function — defining how the team uses data to prioritize, intervene, and expand across 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, building a team culture grounded in systems thinking, customer empathy, and continuous iteration

Who You Are

• 6–8+ years in Customer Success, with meaningful time in a Digital, Scaled, or Programmatic CS function — including 1–2+ years managing or mentoring a team. You operate at the intersection of CS, operations, and analytics, moving fluidly between strategic direction, systems design, and data interpretation without losing the thread.
• A systems thinker who builds from scratch. You have a proven track record of delivering measurable customer outcomes — activation, adoption, NRR, retention — without a dedicated 1:1 relationship, and you've designed the infrastructure to get there: health scoring, segmentation logic, lifecycle automation, intervention playbooks, in‑app flows, digital QBRs, and churn‑save automations that moved real numbers.
• Hands‑on fluency with AI in your own workflow. You've prototyped agents, generated content, analyzed accounts, or replaced internal processes with LLMs — and you can talk concretely about what worked, what didn't, and what's next.
• Direct experience running live 1:many engagements — webinar series, onboarding cohorts, communities, or academies — and the instinct to make them more repeatable every time.
• Strong data instincts and technical literacy. You're comfortable analyzing trends, reading consumption dashboards, and translating product telemetry into triggers. SQL or lightweight scripting is a plus.
• An excellent communicator with strong executive presence — and the ability to coach others on strategic conversations, not just run them personally. Most of your output is customer‑facing copy, prompts, agent instructions, facilitation guides, and playbooks — tone, clarity, and specificity matter.
• Deep understanding of the AI search space or adjacent marketing/SaaS categories. Experience in search or performance marketing is a strong plus.

Location

This is an on‑site role based in our NYC office, designed for builders who thrive on speed, iteration, and meaningful impact.

For this role, the expected base salary range is $150,000 to $200,000 before variable compensation (NYC). Profound's total compensation package is designed to be competitive and includes base salary, variable compensation, equity, and a full range of benefits and perks. Final compensation will depend on factors such as your skills, experience, qualifications, and location and will be determined during the interview process. Our recruiting team will share more details about the full compensation package and benefits as you move through hiring.

Note: All official communication from Profound will come from a @tryprofound.com email address. If you're contacted by anyone using a different domain, please disregard and report it as spam.