Customer Success
• New York, New York
• In-office
As an Engagement Manager for Pharma & Life Sciences, you'll be the driving force behind the AI search program for a portfolio of large pharmaceutical customers. You'll sit alongside commercial, brand, digital, medical affairs, and compliance stakeholders - translating between what large language models actually do and what a regulated organization is able to act on. You'll own implementation, adoption, and measurable outcomes, and you'll be the person our customers trust to tell them what's true about how AI represents their therapies.
What you'll do- Serve as the primary point of contact and trusted advisor for a portfolio of enterprise pharmaceutical and life sciences customers, including several of the largest manufacturers in the world
- Own the full customer journey from onboarding and implementation through driving measurable outcomes with the Profound platform
- Partner with brand, commercial, digital, and omnichannel teams to connect AI search visibility to brand strategy, launch plans, and existing HCP and DTC programs
- Navigate MLR (medical, legal, regulatory) review with your customers - anticipating what will and won't clear, structuring recommendations so they survive review, and helping teams move faster inside their approval process rather than around it
- Advise on how AI engines surface, efficacy, safety, and access information about a therapy across its indications, and work with customers and our Product team when an engine represents it inaccurately
- Advise customers on shaping the AI search landscape for pipeline and pre-launch therapies, building the scientific and educational foundation that will inform how AI engines understand emerging disease areas, unmet needs, and future treatment options, alongside evaluating and improving the representation of in-market brands
- Account for the distinct search behavior of HCPs, patients, and caregivers, and handle health information in AI answers with the care it requires
- Interface credibly with medical affairs, scientific communications, and publications teams on how clinical and scientific content shows up in AI answers
- Partner with global, regional, and local stakeholders to translate enterprise brand strategy into market-ready AI search programs, navigating local regulatory requirements, promotional standards, language, and channel nuances while maintaining global consistency at scale
- Conduct regular strategic business reviews, proactively identifying opportunities and addressing risks to each customer's marketing and AI search program
- Develop a deep understanding of customer objectives and proactively manage relationships with key stakeholders across brand, commercial, medical affairs, IT, procurement, compliance, and executive teams
- Become an expert in the AI search space and develop a strong understanding of how large language models work
- Effectively multi-thread customer engagements to mitigate risk from the reorgs and brand-team turnover common in large pharma
- Partner closely with the Account Management team to ensure value delivery aligns with commercial goals, and support expansion across brands, therapeutic areas, and regions within an account
- Collaborate internally with Sales, Product, and Engineering to optimize implementation, resolve technical challenges, and shape the pharma roadmap
- Act as our internal center of gravity for pharma: codify what works into playbooks, benchmarks, and points of view the rest of the team can use
Who you are- 5 or more years of experience working with enterprise customers to drive strategic outcomes in a customer success, account management, consulting, or agency capacity
- Deep pharmaceutical or life sciences experience - you've worked inside a manufacturer, at a healthcare agency, or at a vendor serving pharma, and you can hold your own in a room with a brand lead, an MSL, and regulatory counsel
- Fluency in pharma commercial marketing: brand launches, lifecycle management, HCP and DTC campaigns, omnichannel engagement, and agency management
- Direct, hands-on experience with MLR review cycles and compliant content workflows; familiarity with the promotional guardrails pharma marketers operate under (fair balance, on-label communication, adverse event reporting expectations)
- Working understanding of medical affairs and scientific communications, and the line between promotional and non-promotional content
- Excellent communication skills with the ability to deliver presentations and demonstrations effectively to both marketers and scientific audiences
- Self-motivated and driven, with a passion for building strong customer relationships
- Comfortable diving into challenges and operating in ambiguous environments - including being the first person to answer a question no one in the industry has answered yet
- Strong analytical mindset with comfort working with quantitative data
- Ability to own processes end to end with strong critical thinking skills
- Comfortable managing multiple initiatives simultaneously
Nice to have- Experience in the search, SEO, or digital marketing industry
- Exposure to multiple therapeutic areas, or to global and regional market differences in pharma marketing
- Familiarity with pharma data and privacy expectations (HIPAA, GDPR) and enterprise security review processes
LocationThis 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 $110,000 - $180,000 before variable compensation. 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.
