Manager, Engagement Management, Enterprise

Job description

Profound is the marketing platform for the age of AI search. The way brands reach people is being rewritten — AI models like ChatGPT, Perplexity, and Google AI Mode are now the answer layer between companies and their customers. We built the platform marketers use to understand, measure, and win in that world: the analytics, intelligence, and agent automation that turn AI search from a threat into a competitive advantage. We went from 0 to a $1B valuation in 18 months. Revenue grew 100x last year. Our customers include 15% of the Fortune 500 like Walmart, Wayfair and U.S. Bank, and innovators like Ramp, MongoDB, and Figma. We are backed by Sequoia, Kleiner Perkins, LSVP, and Khosla Ventures — and we are moving fast enough that the people joining now are building the playbook everyone who comes after them will run. 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 DO - Lead, coach, and develop a team of Engagement Managers, fostering a high-performance culture centered on customer outcomes and professional growth - Own team-level retention, adoption, and expansion metrics, ensuring consistent delivery against key customer health and business objectives - Establish and refine engagement methodologies, playbooks, and processes that enable consistent, scalable customer experiences - Conduct regular one-on-ones and team meetings to monitor customer health, identify at-risk accounts, and drive proactive intervention strategies - Serve as an escalation point for high-priority or complex customer situations, partnering directly with stakeholders when needed - Collaborate with Sales and Account Management leadership to align engagement strategies with commercial goals and ensure seamless lifecycle handoffs - Partner with Product and Engineering to aggregate customer feedback, influence roadmap priorities, and address evolving customer needs - 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 Engagement Management function in line with business needs WHO YOU ARE - 5 or more years of experience in customer success, account management, or consulting, including at least 2 years directly managing and developing a team - 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 - 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 LOCATION This is an on-site role based in our Boston 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. 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. #LI-PRO 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.