Profound
Manager, Scaled Engagement
$150K–$200K
New York, New York · On-site · Manager · Full-time · Posted Sep 10, 2026
- Experience
- 6–8+ years in Customer Success; 1–2+ years managing or mentoring a team.
About the job
Leads the scaled Engagement Management team to improve implementation, adoption, retention, and expansion across enterprise, SMB, and mid-market customers using repeatable human and automated engagement.
What you'll do
- Lead, coach, recruit, and develop Engagement Managers, setting team strategy and engagement practices.
- Own team-level retention, adoption, and expansion metrics and build scalable lifecycle systems, triggers, and playbooks.
- Partner with Product, Engineering, Data, Sales, and Account Management to improve automation, tooling, and customer-lifecycle coordination.
What they ask for
- 6–8+ years in Customer Success, including meaningful experience in Digital, Scaled, or Programmatic CS; 1–2+ years managing or mentoring a team.
- Track record of delivering measurable customer outcomes without dedicated 1:1 relationships and designing scalable CS systems.
- Direct experience running live 1:many engagements.
- Hands-on fluency with AI in personal workflows, plus strong data instincts and technical literacy.
Nice to have
- SQL or lightweight scripting.
- Experience in search or performance marketing.
Pay
$150,000 to $200,000 USD base salary
Tools
AI, LLMs, SQL
AI focus
Use AI and LLMs in workflows; prototype agents, generate content, analyze accounts, or replace internal processes, and help scale automated customer engagement.
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