Manager, Engagement Management, Strategic

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, 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 leadi