Profound

4 weeks ago

Manager, Engagement Management, Scale

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 50 minutes agoStatus: Live

Job Summary

Lead and develop a team of Engagement Managers focused on the scaled segment, driving adoption, retention, and expansion across a high-volume enterprise SMB/mid-market base. Partner with Product, Engineering, and Data to translate signals into automation and improvements, while shaping the scaled CS playbook and ensuring measurable customer outcomes.

Location: New York, San Francisco, London

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead and develop a team of Engagement Managers focused on the scaled segment, 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/millions of SMB and mid-market accounts, ensuring consistent delivery through both human and automated touchpoints
•Design and evolve the scaled engagement playbook by building systems, triggers, and lifecycle motions for scalable, high-quality 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 by defining how the team uses data to prioritize, intervene, and expand across accounts

Key Requirements

•6–8+ years in Customer Success with 1–2+ years managing or mentoring a team
•Systems thinker with a track record of delivering activation, adoption, retention, and expansion outcomes
•Hands-on fluency with AI in workflows, including prototyping agents or leveraging LLMs
•Experience running live 1:many engagements (webinars, onboarding cohorts, communities, academies)
•Strong data instincts and technical literacy; comfortable reading dashboards and translating telemetry into triggers (SQL a plus)

Experience:6-8 yearsSaaSAIMarketing

Skills:CommunicationLeadershipAnalytical thinkingData analysisStrategic thinking

Languages:English

Tech Stack:SQLLLMsAISaaS

Company Brief

Profound

Builds an AI visibility and answer‑engine optimization platform that helps enterprise brands measure, optimize, and control how they appear across ChatGPT, Google AI, Perplexity and other AI/answer engines.

Industry: Enterprise Software

Company Size: Medium (51 to 250 employees)

Growth: Scaleup

Funding: Series B

Headquarters: New York, United States

Founded: 2024

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Profound

4 weeks ago

Manager, Engagement Management, Scale

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 50 minutes agoStatus: Live

Job Summary

Location: New York, San Francisco, London

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead and develop a team of Engagement Managers focused on the scaled segment, 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/millions of SMB and mid-market accounts, ensuring consistent delivery through both human and automated touchpoints
•Design and evolve the scaled engagement playbook by building systems, triggers, and lifecycle motions for scalable, high-quality 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 by defining how the team uses data to prioritize, intervene, and expand across accounts

Key Requirements

•6–8+ years in Customer Success with 1–2+ years managing or mentoring a team
•Systems thinker with a track record of delivering activation, adoption, retention, and expansion outcomes
•Hands-on fluency with AI in workflows, including prototyping agents or leveraging LLMs
•Experience running live 1:many engagements (webinars, onboarding cohorts, communities, academies)
•Strong data instincts and technical literacy; comfortable reading dashboards and translating telemetry into triggers (SQL a plus)

Experience:6-8 yearsSaaSAIMarketing

Skills:CommunicationLeadershipAnalytical thinkingData analysisStrategic thinking

Languages:English

Tech Stack:SQLLLMsAISaaS

Company Brief

Profound

Industry: Enterprise Software

Company Size: Medium (51 to 250 employees)

Growth: Scaleup

Funding: Series B

Headquarters: New York, United States

Founded: 2024

Website LinkedIn