Manager, Engagement Management, Enterprise
About The Position
Profound is the marketing platform for AI search, helping top brands like Ramp, Figma, Chime, Calendly, and DocuSign understand and control their AI presence. Backed by top-tier investors including Sequoia, Kleiner Perkins, and Khosla Ventures, we've scaled to thousands of customers and become the infrastructure powering their AI search programs; from insight to action to automation and impact. As the Manager, Enterprise Engagement Management, 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.
Requirements
- 5 or more years of experience in customer success, account management, or consulting, including at least 2 years directly managing and developing a team
- 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
- 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
Nice To Haves
- Experience in the search or marketing industry is a strong plus
Responsibilities
- Lead, coach, and develop a team of Engagement Managers, fostering a high-performance culture centered on customer outcomes and professional growth
- Own team-level retention, adoption, and expansion metrics, ensuring consistent delivery against key customer health and business objectives
- Establish and refine engagement methodologies, playbooks, and processes that enable consistent, scalable customer experiences
- Conduct regular one-on-ones and team meetings to monitor customer health, identify at-risk accounts, and drive proactive intervention strategies
- Serve as an escalation point for high-priority or complex customer situations, partnering directly with stakeholders when needed
- Collaborate with Sales and Account Management leadership to align engagement strategies with commercial goals and ensure seamless lifecycle handoffs
- Partner with Product and Engineering to aggregate customer feedback, influence roadmap priorities, and address evolving customer needs
- 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 Engagement Management function in line with business needs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
