Manager, Engagement Management, Scale

Profound
New York
Workplace: OnsiteFull timeUSD 150,000 - 200,000 annuallyFunction: Customer Success & Account ManagementExperience: 6+ yearsSkills: ["Systems thinking","Data analysis","Executive communication","Coaching","Customer empathy"]

Lead and develop a team of Engagement Managers for Profound’s scaled enterprise customer base, driving successful implementation, adoption, and ongoing engagement. Set engagement best practices, own retention/adoption/expansion metrics, and build a scalable engagement playbook powered by data and automation. Partner with Sales, Account Management, Product, Engineering, and Data to translate customer signals into product and tooling improvements while recruiting and growing top EM talent.

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FursaFursa
Profound
Profound
21 hours ago

Manager, Engagement Management, Scale

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Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Lead and develop a team of Engagement Managers for Profound’s scaled enterprise customer base, driving successful implementation, adoption, and ongoing engagement. Set engagement best practices, own retention/adoption/expansion metrics, and build a scalable engagement playbook powered by data and automation. Partner with Sales, Account Management, Product, Engineering, and Data to translate customer signals into product and tooling improvements while recruiting and growing top EM talent.
Location: New York
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 for the scaled segment, coaching tech-touch strategies and measurable outcomes.
  • •Own retention, adoption, and expansion metrics across a high-volume book of SMB and mid-market accounts using human and automated touchpoints.
  • •Design and evolve the scaled engagement playbook, including systems, triggers, and lifecycle motions for scalable operations.
  • •Partner with Product, Engineering, and Data to translate portfolio-level signals into automation improvements, tooling enhancements, and roadmap influence.
  • •Recruit, onboard, and develop EM talent, defining how the Scaled CS function uses data to prioritize, intervene, and expand across accounts.

Pay and Benefits

Salary: USD 150,000 - 200,000 annually
Equity and Bonus:Equity

Key Requirements

  • •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.
  • •Ability to deliver measurable customer outcomes (activation, adoption, NRR, retention) in scaled environments without a dedicated 1:1 relationship.
  • •Systems thinker who can design and improve infrastructure such as health scoring, segmentation logic, lifecycle automation, intervention playbooks, and churn-save automations.
  • •Hands-on fluency with AI in workflows, including prototyping agents, using LLMs, and explaining what worked and what’s next.
  • •Strong data instincts and technical literacy, with comfort analyzing dashboards and translating product telemetry into triggers (SQL or lightweight scripting is a plus).
Experience:6+ yearsCustomer successDigitalScaledProgrammaticAiLlm
Skills:Systems thinkingData analysisExecutive communicationCoachingCustomer empathy
Tech Stack:ChatGPTPerplexityGoogle AI ModeLLMsSQL

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
WebsiteLinkedIn