Manager, Engagement Management, Strategic

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 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