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About the Role
Profound is the marketing platform for the age of AI search. 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.
Responsibilities
- 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.
Requirements
- 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.
- Operate at the intersection of CS, operations, and analytics, moving fluidly between strategic direction, systems design, and data interpretation.
- Proven track record of delivering measurable customer outcomes — activation, adoption, NRR, retention — without a dedicated 1:1 relationship.
- 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. Prototyped agents, generated content, analyzed accounts, or replaced internal processes with LLMs.
- 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. Comfortable analyzing trends, reading consumption dashboards, and translating product telemetry into triggers.
- Excellent communicator with strong executive presence — and the ability to coach others on strategic conversations.
- Deep understanding of the AI search space or adjacent marketing/SaaS categories.
- Experience in search or performance marketing is a strong plus.
- SQL or lightweight scripting is a plus.
Skills
- AI
- Customer Success
- Digital CS
- Scaled CS
- Programmatic CS
- Team Management
- Operations
- Analytics
- Systems Design
- Data Interpretation
- Customer Outcomes
- Activation
- Adoption
- NRR
- Retention
- Health Scoring
- Segmentation Logic
- Lifecycle Automation
- Intervention Playbooks
- In-app Flows
- Digital QBRs
- Churn-save Automations
- AI Workflow
- Agent Prototyping
- Content Generation
- Account Analysis
- LLMs
- 1:many Engagements
- Webinar Series
- Onboarding Cohorts
- Communities
- Academies
- Data Analysis
- Consumption Dashboards
- Product Telemetry
- SQL
- Scripting
- Communication
- Executive Presence
- Coaching
- Strategic Conversations
- AI Search
- Marketing
- SaaS
- Search Marketing
- Performance Marketing
Location
- NYC
Work Type
- On-site
Experience Level
- 6-8+ years in Customer Success
- 1-2+ years managing or mentoring a team
Salary/Compensations
- $150,000 to $200,000
Benefits
- Variable compensation
- Equity
- Full range of benefits and perks
About the Company
- 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.
- We are moving fast enough that the people joining now are building the playbook everyone who comes after them will run.
- This is an on-site role based in our NYC office, designed for builders who thrive on speed, iteration, and meaningful impact.