Manager, Engagement Management, Scale

Profound · New York, New Yorkmid

In short

▸Liderar un equipo de Managers de Engagement enfocado en clientes de escala (SMB y mid-market)
▸Diseñar y escalar playbooks operativos con automatización, datos y estrategias digitales
▸Destacar por experiencia real con IA en tu trabajo diario y en la gestión de clientes a gran escala

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What they ask for

✓6–8+ años en Customer Success con enfoque en escala o funciones digitales
✓Experiencia previa gestionando equipos (1–2 años)
✓Capacidad demostrada de diseñar sistemas de salud del cliente, automatización y playbooks
✓Experiencia en 1:many engagements (webinars, cohorts, academias)
✓Fluidez práctica con IA y LLMs en el trabajo diario
✓Habilidades sólidas en análisis de datos y uso de herramientas para medir NRR, retención y adopción

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AILLMsautomationhealth scoringsegmentation logiclifecycle automationintervention playbooksin-app flowsdigital QBRschurn-save automations

Who should you write to at Profound?

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Profound is the marketing platform for the age of AI search. The way brands reach people is being rewritten — AI models like ChatGPT, Perplexity, and Google AI Mode are now the answer layer between companies and their customers. We built the platform marketers use to understand, measure, and win in that world: the analytics, intelligence, and agent automation that turn AI search from a threat into a competitive advantage. We went from 0 to a $1B valuation in 18 months. Revenue grew 100x last year. Our customers include 15% of the Fortune 500 like Walmart, Wayfair and U.S. Bank, and innovators like Ramp, MongoDB, and Figma. We are backed by Sequoia, Kleiner Perkins, LSVP, and Khosla Ventures — and we are moving fast enough that the people joining now are building the playbook everyone who comes after them will run. As the Manager, Engagement Management, Scale, you'll lead and develop a team of Engagement Managers responsible for driving successful implementation, adoption, and ongoing engagement with the Profound platform across our enterprise customer base. You'll set the strategic direction for the team, define and evolve engagement best practices, and ensure your EMs are equipped to deliver measurable outcomes for their customers. Partnering closely with leaders across Sales, Account Management, Product, and Engineering, you'll champion the voice of the customer, scale operational excellence, and play a critical role in shaping how the world's leading brands navigate the future of AI search. What you'll do - 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 - 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 - Serve as the operational backbone for the Scaled CS function — defining how the team uses data to prioritize, intervene, and expand across accounts - 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 Who you are - 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 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. You have a proven track record of delivering measurable customer outcomes — activation, adoption, NRR, retention — without a dedicated 1:1 relationship, and you've designed the infrastructure to get there: health scoring, segmentation logic, lifecycle automation, intervention playbooks, in-app flows, digital QBRs, and churn-save automations that moved real numbers. - Hands-on fluency with AI in your own workflow. 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. - Direct experience running live 1:many engagements — webinar series, onboarding cohorts, communities, or academies — and the instinct to make them more repeatable every time. - Strong data instincts and technical l

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