Lead and develop a team of Engagement Managers focused on the scaled segment, coaching them on tech-touch strategies, customer health frameworks, and how to drive measurable outcomes across a high-volume book of business
Own team-level retention, adoption, and expansion metrics across hundreds and thousands of SMB and mid-market accounts, ensuring consistent delivery through both human and automated touchpoints
Design and evolve the scaled engagement playbook — building the systems, triggers, and lifecycle motions that enable the team to operate at scale without sacrificing customer outcomes
Partner with Product, Engineering, and Data to translate portfolio-level signals into automation improvements, tooling enhancements, and roadmap influence
Serve as the operational backbone for the Scaled CS function — defining how 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
Qualification
6–8+ years in Customer SuccessDirect experience running live 1For this roleNote
Required
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.
This 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 $150,000 to $200,000 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.
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.
