Manager, Engagement Management, Scale

About the Company

Profound is the marketing platform for the AI era. Backed by Lightspeed, Sequoia, Kleiner Perkins, and Khosla Ventures at a $1B valuation, we provide brands the intelligence to see how AI represents them and the Agents to act on it.

Responsibilities

• Lead and develop a team of Engagement Managers focused on the scaled segment, coaching them on tech-touch strategies and customer health frameworks
• Own team-level retention, adoption, and expansion metrics across a high-volume book of SMB and mid-market accounts
• Design and evolve the scaled engagement playbook, including systems, triggers, and lifecycle motions
• Partner with Product, Engineering, and Data to translate portfolio signals into automation and tooling enhancements
• Serve as the operational backbone for the Scaled CS function by defining data-driven prioritization and intervention methods
• Collaborate with Account Management and Sales leadership to align engagement strategies with commercial goals
• Recruit, onboard, and develop EM talent within a culture of systems thinking and continuous iteration

Requirements

• 6–8+ years in Customer Success, specifically in Digital, Scaled, or Programmatic CS functions
• 1–2+ years of experience managing or mentoring a team
• Proven track record of delivering measurable outcomes (activation, adoption, NRR, retention) via scaled infrastructure
• Hands-on fluency with AI and LLMs in professional workflows
• Experience running 1:many engagements such as webinars, onboarding cohorts, or academies
• Strong data instincts and technical literacy; SQL or lightweight scripting is a plus
• Excellent communication skills with the ability to produce high-quality customer-facing copy and playbooks
• Deep understanding of the AI search space or adjacent marketing/SaaS categories