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Salary: USD 150,000 - 200,000 / annual
Profound is a marketing platform built for the age of AI search, helping brands understand, measure, and win in a world where AI models like ChatGPT and Perplexity are primary customer touchpoints. The company has grown from 0 to $1B valuation in 18 months with 100x revenue growth, serving 15% of Fortune 500 companies including Walmart, Wayfair, and U.S. Bank, backed by top-tier VCs including Sequoia and Kleiner Perkins.
As Manager of Engagement Management, Scale, you will lead and develop a team of Engagement Managers responsible for driving implementation, adoption, and ongoing engagement across the enterprise customer base. You'll set strategic direction for the team, define engagement best practices, and ensure your team delivers measurable outcomes. Working closely with Sales, Account Management, Product, and Engineering, you'll champion customer voice, scale operational excellence, and shape how leading brands navigate AI search.
Key responsibilities include:
- Leading and coaching a team of Engagement Managers focused on scaled segments, teaching tech-touch strategies and customer health frameworks across high-volume SMB and mid-market accounts
- Owning team-level retention, adoption, and expansion metrics across hundreds to thousands of accounts through human and automated touchpoints
- Designing and evolving the scaled engagement playbook—building systems, triggers, and lifecycle motions that enable scale without sacrificing outcomes
- Partnering with Product, Engineering, and Data to translate portfolio signals into automation improvements and roadmap influence
- Serving as operational backbone for Scaled CS, defining how the team uses data to prioritize, intervene, and expand
- Collaborating with Account Management and Sales to align engagement strategies with commercial goals
- Recruiting, onboarding, and developing EM talent with focus on systems thinking, customer empathy, and continuous iteration
Requirements:
- 6–8+ years in Customer Success with meaningful time in Digital, Scaled, or Programmatic CS functions, including 1–2+ years managing or mentoring a team
- Systems thinker with proven track record delivering measurable customer outcomes (activation, adoption, NRR, retention) without dedicated 1:1 relationships; experience designing health scoring, segmentation logic, lifecycle automation, intervention playbooks, in-app flows, digital QBRs, and churn-save automations
- Hands-on fluency with AI in your own workflow—prototyping agents, generating content, analyzing accounts, or replacing processes with LLMs
- Direct experience running 1:many engagements (webinar series, onboarding cohorts, communities, academies)
- Strong data instincts and technical literacy; comfortable analyzing trends, reading dashboards, and translating product telemetry into triggers; SQL or lightweight scripting a plus
- Excellent communicator with strong executive presence; ability to coach others on strategic conversations; output includes customer-facing copy, prompts, agent instructions, facilitation guides, and playbooks
- Deep understanding of AI search space or adjacent marketing/SaaS categories; search or performance marketing experience a strong plus
