Profound

Manager, Engagement Management, Scale

New York, New York

Sponsorship not specified$125k-$200kDetected 22 days ago

SQLLLMsFigmaPerformance MarketingAccount ManagementValuationCustomer SuccessLeadershipCommunicationMentoring

About the role

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.

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
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
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.

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'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.
An excellent communicator with strong executive presence - and the ability to coach others on strategic conversations, not just run them personally.

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.
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.
Deep understanding of the AI search space or adjacent marketing/SaaS categories.
Experience in search or performance marketing is a strong plus.

For this role, the expected base salary range is $125,000 to $200,000 before variable compensation (NYC and SF).

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

This listing is sourced directly from Profound's careers page and normalized into a canonical job model.