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Manager, Scaled Engagement

Profound· Customer Success
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New York, New York$150k - $200kFull-timePosted 1mo ago

About the role

Leader responsible for building and guiding a team of Engagement Managers focused on scaled engagement with Profound’s enterprise customers, driving adoption, retention, and expansion, and partnering cross-functionally to scale processes and automation.

Responsibilities

  • 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

Qualifications

  • 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
  • Systems thinker with track record of delivering measurable customer outcomes (activation, adoption, NRR, retention) without a dedicated 1:1 relationship and experience designing health scoring, segmentation logic, lifecycle automation, intervention playbooks, in-app flows, digital QBRs, churn-save automations
  • Hands-on fluency with AI in workflow; experience prototyping agents, generating content, analyzing accounts, or replacing internal processes with LLMs
  • Direct experience running live 1:many engagements (webinars, onboarding cohorts, communities, academies) and making them repeatable
  • Strong data instincts and technical literacy; comfortable analyzing trends, reading dashboards, translating telemetry into triggers; SQL or lightweight scripting a plus
  • Excellent communicator with executive presence; ability to coach others on strategic conversations; output includes customer-facing copy, prompts, agent instructions, facilitation guides, and playbooks
  • Deep understanding of the AI search space or adjacent marketing/SaaS categories; experience in search or performance marketing is a strong plus

Skills

Required:Team leadership and people managementEngagement strategyData-driven decision makingAI workflow fluencyCommunication and executive presence

Benefits

  • Base salary and variable compensation
  • Equity
  • Full range of benefits and perks
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
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