Scaled Engagement Lead

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

Job summary

Profound is seeking a Manager, Engagement Management, Scale to lead and grow a team responsible for driving adoption and ongoing engagement with the Profound platform across enterprise customers. You will define engagement best practices and ensure measurable outcomes, partnering with Sales, Product, and Engineering.

You will own the scaled segment's health, retention, and expansion metrics, and design scrpted playbooks and automation to operate at scale.

Qualifications

• 6–8+ years in Customer Success with scalable or programmatic CS experience.
• Experience mentoring a team and driving measurable outcomes (NRR, retention, activation).
• Strong systems thinking with health scoring, lifecycle automation, and playbooks.

Responsibilities

• Lead a team of Engagement Managers focused on the scaled segment.
• Own retention, adoption, and expansion metrics across many accounts.
• Design the scaled engagement playbook and lifecycle motions.
• Collaborate with Product, Engineering, and Data to drive automation.
• Coordinate with Sales and Account Management for seamless handoffs.
• Recruit and develop EM talent and foster a systems-thinking culture.

Skills

Customer Success

Team Leadership

Operations Design

Data Analysis

AI/LLMs

Executive Communication

Scaled Engagement

Tools

SQL

Dashboards

CRM Systems

Job description

Profound is seeking a Manager, Engagement Management, Scale to lead and grow a team responsible for driving adoption and ongoing engagement with the Profound platform across enterprise customers. You will define engagement best practices and ensure measurable outcomes, partnering with Sales, Product, and Engineering.

You will own the scaled segment's health, retention, and expansion metrics, and design scrpted playbooks and automation to operate at scale.