Manager, Scaled Engagement Management

Profound•Greater London, New York

2d•$125,000 - $200,000•Onsite

About The Position

Profound is the marketing platform for the AI era. As people increasingly turn to ChatGPT, Perplexity, and Gemini to decide what to buy, we give brands the intelligence to see how AI represents them and the Agents to act on it. Today, ~13% of the Fortune 500, plus companies like Ramp, Figma, Chime, Calendly, and DocuSign, use Profound to turn AI Search from a black box into a measurable growth channel. Backed by Lightspeed, Sequoia, Kleiner Perkins, and Khosla Ventures at a $1B valuation, we're a lean, fast-moving team across NYC, SF, Buenos Aires, and London, shipping at a relentless pace and defining a new category at the biggest shift in marketing in 25 years. If you want to do the best work of your career at the frontier of AI, come build it with us. As the Manager, Scaled 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

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.
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.
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.

Nice To Haves

SQL or lightweight scripting is a plus.
Experience in search or performance marketing is a strong plus.

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