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Manager, Strategic Engagement

Profound· Customer Success
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New York, New York$195k - $260kFull-timePosted 2mo ago

About the role

Lead and develop a team of senior Engagement Managers responsible for Profound's most complex, highest-value, and most executive-visible customer relationships, defining engagement strategy and ensuring outcomes at the board level.

Responsibilities

  • Lead, coach, and develop a team of senior Engagement Managers, fostering a high-performance culture centered on customer outcomes and professional growth
  • Own team-level retention, adoption, and expansion metrics across a concentrated book of strategic accounts
  • Establish and refine the engagement methodologies, playbooks, and processes that govern how Profound serves its most complex customers
  • Conduct regular one-on-ones and team meetings to monitor customer health, identify at-risk accounts, and drive proactive intervention strategies
  • Serve as the senior escalation point for the highest-priority and most complex customer situations, partnering directly with executive stakeholders when needed
  • Coach your team on executive presence and boardroom-level business reviews, and personally engage in the most sensitive or high-visibility customer conversations
  • Collaborate with Sales and Account Management leadership to align engagement strategies with commercial goals and ensure seamless lifecycle handoffs on the company's largest accounts
  • Partner with Product and Engineering to aggregate customer feedback, influence roadmap priorities, and address the evolving needs of strategic customers
  • Build and maintain deep expertise in the AI search space and ensure the team continually evolves its understanding of how large language models shape the market
  • Recruit, hire, and onboard top talent to grow the Strategic Engagement Management function in line with business needs

Qualifications

  • 7 or more years of experience in customer success, account management, or consulting, including at least 2 years directly managing and developing a team
  • Experience owning or overseeing strategic, enterprise-level customer relationships involving executive sponsors, multiple stakeholders, and significant revenue concentration
  • Proven track record of building and scaling customer-facing teams that deliver measurable business outcomes
  • Excellent communication skills and executive presence, with the ability to coach others on strategic conversations and business reviews as well as lead them personally
  • Strong operational mindset with experience designing and implementing scalable processes and performance frameworks
  • Data-driven leader comfortable setting team KPIs and translating portfolio-level insights into action
  • Comfortable navigating ambiguity and leading teams through change in a fast-paced, high-growth environment
  • Skilled at cross-functional collaboration with Sales, Product, and Engineering leadership
  • Experience in the search or marketing industry is a strong plus

Skills

Required:Team leadershipAccount managementExecutive stakeholder management

Benefits

  • Base salary and variable compensation (benefits and perks described in full compensation package)
  • Equity
  • Full range of benefits and perks (as part of total compensation package)
Last updated Sep 23, 2026. Interested? Apply on the company site.
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About Profound

Optimize Your Brand's Visibility in AI Search

Profound helps brands gain visibility in AI-generated answers, optimize their presence in LLM-based answer engines, and stay competitive in the zero-click world.

AI VisibilityAnswer Engine OptimizationGenerative SEOAI Search OptimizationLLM optimization
Company profileWebsite

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