Manager, Engagement Management, Enterprise

Customer Success• New York City • London • San Francisco• In-officeApplyRefer someoneApplyRefer someoneProfound 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.What you'll doLead, coach, and develop a team of Engagement Managers, fostering a high-performance culture centered on customer outcomes and professional growthOwn team-level retention, adoption, and expansion metrics, ensuring consistent delivery against key customer health and business objectivesEstablish and refine engagement methodologies, playbooks, and processes that enable consistent, scalable customer experiencesConduct regular one-on-ones and team meetings to monitor customer health, identify at-risk accounts, and drive proactive intervention strategiesServe as an escalation point for high-priority or complex customer situations, partnering directly with stakeholders when neededCollaborate with Sales and Account Management leadership to align engagement strategies with commercial goals and ensure seamless lifecycle handoffsPartner with Product and Engineering to aggregate customer feedback, influence roadmap priorities, and address evolving customer needsBuild and maintain deep expertise in the AI search space and ensure the team continually evolves its understanding of how large language models shape the marketRecruit, hire, and onboard top talent to grow the Engagement Management function in line with business needsWho you are5 or more years of experience in customer success, account management, or consulting, including at least 2 years directly managing and developing a teamProven track record of building and scaling customer-facing teams that deliver measurable business outcomesExcellent communication skills and executive presence, with the ability to coach others on strategic conversations and business reviewsStrong operational mindset with experience designing and implementing scalable processes and performance frameworksData-driven leader comfortable setting team KPIs and translating portfolio-level insights into actionComfortable navigating ambiguity and leading teams through change in a fast-paced, high-growth environmentSkilled at cross-functional collaboration with Sales, Product, and Engineering leadershipExperience in the search or marketing industry is a strong plusLocationThis is an on-site role based in our NYC, SF, or London office, designed for builders who thrive on speed, iteration, and meaningful impact.