Engagement Manager, Strategic

About the role

You will serve as the primary point of contact and senior strategic advisor for a focused portfolio of Profound's most complex and highest-value enterprise customers, navigating high-stakes environments with significant executive visibility. In this capacity, you will own the full customer journey from initial onboarding and implementation through to driving measurable, high-value outcomes that reinforce the platform's strategic importance. You will lead engagements involving multiple stakeholders and competing priorities, independently managing escalations and restoring alignment whenever customer execution deviates from plan. This role requires you to develop a deep understanding of customer objectives and effectively multi-thread relationships across marketing, operations, product, and executive teams to mitigate risk from stakeholder turnover. You will become a recognized expert in the AI search space, advising customers on sophisticated strategies grounded in platform data, LLM behavior, and repeated, real-world experience. Beyond your portfolio, you will mentor other Engagement Managers and help shape how the entire Engagement team delivers value, ensuring consistency and excellence. You will partner closely with Sales, Product, and Engineering to guide customers through the future of AI search, resolving complex challenges and influencing the platform's strategic direction.

Key facts

What you'll do

• Serve as the primary point of contact and senior strategic advisor for a portfolio of 5 to 10 of Profound's most strategic and complex enterprise customers, acting as the central hub for all critical initiatives.
• Own the full customer journey from onboarding and implementation through driving measurable, high-value outcomes with the Profound platform, ensuring successful adoption and retention.
• Lead engagements involving multiple stakeholders, competing priorities, and executive sponsors, independently managing escalations and restoring alignment whenever customer execution moves off track.
• Conduct regular strategic business reviews with senior and executive stakeholders, proactively identifying opportunities and mitigating risk across each customer's marketing and AI search program to safeguard long-term value.
• Develop a deep understanding of customer objectives and effectively multi-thread relationships across marketing, operations, product, and executive teams to mitigate risk from stakeholder turnover and ensure continuity.
• Become a recognized expert in the AI search space, advising customers on sophisticated AI Search strategies grounded in platform data, LLM behavior, and repeated experience to maximize their competitive positioning.
• Mentor Engagement Associates and newer Engagement Managers, and improve the playbooks, templates, and practices the broader team relies on to elevate the standard of excellence across the function.
• Partner closely with the Account Management team to ensure value delivery aligns with commercial goals for the company's highest-value accounts, balancing strategic outcomes with revenue objectives.
• Collaborate cross-functionally with Sales, Product, and Engineering to resolve complex technical challenges and shape how Profound serves its most strategic customers through iterative feedback and insight.
• Drive the development and execution of tailored strategic roadmaps for each major account, aligning platform capabilities with evolving customer business priorities in the AI search landscape.
• Establish and maintain a clear line of sight into customer health, identifying early warning signals and proactively recommending interventions to protect the relationship and the business.
• Represent Profound at the highest levels of the customer organization, communicating vision, progress, and value in a manner that reinforces trust and long-term partnership.
• Synthesize qualitative and quantitative insights from customer interactions to inform internal product discussions and influence the strategic evolution of the Profound platform.
• Act as an operational backbone for the portfolio, coordinating cross-functional workflows and timelines to ensure commitments are met with precision and accountability.
• Champion a data-driven approach to strategic advisory, using platform performance metrics to validate hypotheses and demonstrate tangible impact to executive stakeholders.

Requirements

• At least 6 years of experience working with enterprise or strategic customers to drive complex, high-stakes outcomes in a customer success, account management, or consulting capacity, demonstrating a consistent track record of navigating ambiguity.
• A track record of independently owning highly complex customer engagements involving multiple stakeholders, executive sponsors, and competing priorities, with the ability to see initiatives through to completion.
• Excellent communication skills, with the ability to advise, present to, and influence senior and executive stakeholders through structured, compelling narratives and clear decision frameworks.
• Self-motivated and driven, with a passion for building deep, trusted customer relationships that are resilient during periods of organizational change or market uncertainty.
• Comfortable operating in ambiguous, high-visibility situations and creating new approaches when existing playbooks fall short, demonstrating resourcefulness and judgment under pressure.
• Strong analytical mindset with comfort working with quantitative data, enabling you to translate insights into actionable strategies and credible recommendations.
• Ability to own processes end to end with strong critical thinking and project management skills, ensuring that complex initiatives are delivered on schedule and to a high standard.
• Experience mentoring, coaching, or informally guiding other team members, fostering a collaborative environment where knowledge transfer and collective growth are prioritized.
• Experience in the search or marketing industry, with a demonstrated understanding of how AI search reshapes customer expectations and competitive dynamics.
• Willingness to adhere strictly to official communication protocols, ensuring all external correspondence originates from a @tryprofound.com email address as directed by company policy.

Practical notes

This is an on-site role based in our NYC, SF, Boston, London or Singapore office, designed for builders who thrive on speed, iteration, and meaningful impact.

For this role, the expected base salary range is $110,000 to $180,000 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.

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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