Manager, Scaled Engagement Management

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

Who you are 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. You 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. SQL or lightweight scripting is a plus. 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. Experience in search or performance marketing is a strong plus. Location This is an on-site role based in our NYC, SF, or London office, designed for builders who thrive on speed, iteration, and meaningful impact. For this role, the expected base salary range is $125,000 to $200,000 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. Note: All official communication from Profound will come from a @tryprofound.com email address. If you're contacted by anyone using a different domain, please disregard and report it as spam.

A meeting lands on your calendar

If they’re a yes, I book the chat. You show up — that’s the whole job-hunt.