Customer Success
• New York, New York
• In-office
As the Manager, Engagement Management, Strategic, you'll lead and develop a team of senior Engagement Managers responsible for Profound's most complex, highest-value, and most executive-visible customer relationships. You'll set the strategic direction for the team, define and evolve how we deliver against accounts where the stakes and stakeholder counts are highest, and ensure your EMs are equipped to drive outcomes that matter at the board level. Partnering closely with leaders across Sales, Account Management, Product, and Engineering, you'll champion the voice of our most strategic customers and play a critical role in shaping how the world's leading brands navigate the future of AI search.
What you'll do- Lead, coach, and develop a team of senior Engagement Managers, fostering a high-performance culture centered on customer outcomes and professional growth
- Own team-level retention, adoption, and expansion metrics across a concentrated book of strategic accounts, where individual customer outcomes carry material business impact
- Establish and refine the engagement methodologies, playbooks, and processes that govern how Profound serves its most complex customers
- Conduct regular one-on-ones and team meetings to monitor customer health, identify at-risk accounts, and drive proactive intervention strategies
- Serve as the senior escalation point for the highest-priority and most complex customer situations, partnering directly with executive stakeholders when needed
- Coach your team on executive presence and boardroom-level business reviews, and personally engage in the most sensitive or high-visibility customer conversations
- Collaborate with Sales and Account Management leadership to align engagement strategies with commercial goals and ensure seamless lifecycle handoffs on the company's largest accounts
- Partner with Product and Engineering to aggregate customer feedback, influence roadmap priorities, and address the evolving needs of strategic customers
- 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 Strategic Engagement Management function in line with business needs
Who you are- 7 or more years of experience in customer success, account management, or consulting, including at least 2 years directly managing and developing a team
- Experience owning or overseeing strategic, enterprise-level customer relationships involving executive sponsors, multiple stakeholders, and significant revenue concentration
- 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 as well as lead them personally
- 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
- Experience in the search or marketing industry is a strong plus
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 $135,000 to $210,000 before variable compensation (NYC and SF). 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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