Customer Success
• New York, New York
• In-office
As a Strategic Engagement Manager, you'll own a small, hand-picked portfolio of Profound's most complex and highest-value customers - the accounts where the stakes, stakeholder count, and executive visibility are highest. You'll go deep rather than wide: serving as the senior strategic advisor who drives the AI search program for these customers, independently navigating escalations, and consistently delivering outcomes that matter at the board level. Beyond your own portfolio, you'll mentor other Engagement Managers and help shape how the entire Engagement team delivers value, partnering closely with Sales, Product, and Engineering to guide customers through the future of AI search.
What you'll do- Serve as the primary point of contact and senior strategic advisor for a portfolio of 5 to 10 of Profound's most strategic and complex enterprise customers
- Own the full customer journey from onboarding and implementation through driving measurable, high-value outcomes with the Profound platform
- Lead engagements involving multiple stakeholders, competing priorities, and executive sponsors - independently managing escalations and restoring alignment whenever customer execution moves off track
- Conduct regular strategic business reviews with senior and executive stakeholders, proactively identifying opportunities and mitigating risk across each customer's marketing and AI search program
- Develop a deep understanding of customer objectives and effectively multi-thread relationships across marketing, operations, product, and executive teams to mitigate risk from stakeholder turnover
- Become a recognized expert in the AI search space, advising customers on sophisticated AI Search strategies grounded in platform data, LLM behavior, and repeated experience
- Mentor Engagement Associates and newer Engagement Managers, and improve the playbooks, templates, and practices the broader team relies on
- Partner closely with the Account Management team to ensure value delivery aligns with commercial goals for the company's highest-value accounts
- Collaborate cross-functionally with Sales, Product, and Engineering to resolve complex technical challenges and shape how Profound serves its most strategic customers
Who you are- At least 6 years of experience working with enterprise or strategic customers to drive complex, high-stakes outcomes in a customer success, account management, or consulting capacity
- A track record of independently owning highly complex customer engagements involving multiple stakeholders, executive sponsors, and competing priorities
- Excellent communication skills, with the ability to advise, present to, and influence senior and executive stakeholders
- Self-motivated and driven, with a passion for building deep, trusted customer relationships
- Comfortable operating in ambiguous, high-visibility situations and creating new approaches when existing playbooks fall short
- Strong analytical mindset with comfort working with quantitative data
- Ability to own processes end to end with strong critical thinking and project management skills
- Experience mentoring, coaching, or informally guiding other team members
- Experience in the search or marketing industry
LocationThis is an on-site role based in our NYC, SF, Boston, London or Singapore office, designed for builders who thrive on speed, iteration, and meaningful impact.
For this role, the expected base salary range is $110,000 to $180,000 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.
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