Teams at Profound

Leads and builds Profound’s San Francisco solutions consulting team. Responsibilities include hiring and coaching consultants, supporting strategic enterprise deals, overseeing discovery, demos, POCs, and technical evaluations, developing repeatable sales playbooks and tools, maintaining technical deal visibility, partnering with Sales, Product, and Engineering, and translating customer needs into measurable business value. The role requires strong SaaS pre-sales leadership, technical fluency in APIs, data models, integrations, BI, analytics, and AI-driven search experiences.

Provide technical customer support by triaging tickets, investigating logs, reproducing bugs, writing queries, and escalating issues to Engineering. Maintain SLAs, participate in on-call coverage, create runbooks and knowledge-base content, support integrations, communicate during incidents, and identify recurring customer pain. Partner with Engineering, Product, Customer Success, and Account Management while improving AI-assisted support tooling.

Leads and develops a team of Engagement Managers serving scaled enterprise, SMB, and mid-market customers. Owns retention, adoption, expansion, and customer health metrics while designing scalable engagement playbooks, lifecycle automation, intervention strategies, and operational processes. Partners with Sales, Account Management, Product, Engineering, and Data to improve customer outcomes and influence product roadmaps. Recruits and coaches talent and drives AI-enabled, data-informed customer success programs.