Profound is the fastest-growing AI marketing platform, used by 15% of the Fortune 500 including Comcast, Estée Lauder, and Walmart, and innovators like Ramp, MongoDB, and Figma. It is where marketing teams do the work: research, briefs, content, campaigns, reporting, all in one place, alongside agents that carry the load with them.
Built on 2B+ real user prompts and growing, Profound’s data shows you what people ask AI and what the models say back. Profound's AI Marketer joins that data with deep context about our customers to find the opportunities worth acting on, and then puts agents to work: automating reporting, drafting content, auditing pages for readability, running competitive research. It measures what works and gets better every day.
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 literacy. You're comfortable analyzing trends, reading consumption dashboards, and translating product telemetry into triggers. SQL or lightweight scripting is a plus.
An excellent communicator with strong executive presence — and the ability to coach others on strategic conversations, not just run them personally. Most of your output is customer-facing copy, prompts, agent instructions, facilitation guides, and playbooks — tone, clarity, and specificity matter.
Deep understanding of the AI search space or adjacent marketing/SaaS categories. Experience in search or performance marketing is a strong plus.
Location
This is an on-site role based in our NYC office, designed for builders who thrive on speed, iteration, and meaningful impact.
For this role, the expected base salary range is $150,000 to $200,000 before variable compensation (NYC). Profound’s total compensation package is designed to be competitive and includes base salary, variable compensation, equity, and a full range of benefits and perks. Final compensation will depend on factors such as your skills, experience, qualifications, and location and will be determined during the interview process. Our recruiting team will share more details about the full compensation package and benefits as you move through hiring.
#LI-PRO
Note: All official communication from Profound will come from a @tryprofound.com email address. If you're contacted by anyone using a different domain, please disregard and report it as spam.
Skills Required
- 6-8+ years of experience in Customer Success
- Meaningful experience in Digital, Scaled, or Programmatic Customer Success
- 1-2+ years managing or mentoring a team
- Experience delivering measurable customer outcomes such as activation, adoption, net revenue retention, and retention without dedicated one-to-one relationships
- Experience designing customer health scoring, segmentation logic, lifecycle automation, intervention playbooks, in-app flows, digital QBRs, and churn-save automations
- Hands-on experience using AI or LLMs to prototype agents, generate content, analyze accounts, or replace internal processes
- Direct experience running live one-to-many engagements such as webinars, onboarding cohorts, communities, or academies
- Strong data analysis skills and technical literacy, including interpreting consumption dashboards and product telemetry
- Excellent communication skills and executive presence, including the ability to coach strategic customer conversations
- Experience creating customer-facing copy, prompts, agent instructions, facilitation guides, and playbooks
- SQL or lightweight scripting experience
- Deep understanding of AI search or adjacent marketing and SaaS categories
- Search or performance marketing experience
What We Do
Profound is an AI marketing platform where teams research, plan, create content, and measure results with AI agents. We help companies understand what people ask AI, how their brands appear in answers, and where they can improve. Teams bring those insights together with their company knowledge to create content and carry out marketing work with Aim, Profound’s AI Marketer. Our engineering, research, product, design, and marketing teams work on problems including how agents use business context, how to evaluate the quality of their work, and how to make them useful in a marketer’s daily workflow. We’re also expanding our applied AI labs in New York and San Francisco, where we research and evaluate AI for marketing. Profound has offices in New York, San Francisco, London, Singapore, and Buenos Aires.
Why Work With Us
Help build AI agents that do useful marketing work. You’ll tackle problems in business context, model evaluation, and product design alongside engineers, researchers, and marketers. We value clear communication, ownership, and care for the details, with applied AI labs growing in New York and San Francisco.
Gallery
