Manager, Engagement Management, Enterprise

About the role

Profound is seeking a leader to guide and expand our Enterprise Engagement Management team. This role involves shaping how major brands utilize our AI search marketing platform. You will define best practices for customer engagement and ensure your team delivers tangible results for our enterprise clients. In this capacity, you will act as the operational backbone for our most strategic accounts, translating high-level business goals into actionable engagement plans. You will own the end-to-end journey of the enterprise client, ensuring alignment between product value realization and commercial growth. The hire will be responsible for elevating the standard of client interactions through structured methodologies and data-informed decisions. You will build the bridge between our product innovation and the strategic objectives of our customers. Ultimately, this leader will set the tone for excellence in enterprise client partnerships and drive long-term retention.

Key facts

What you'll do

• Architect and deploy a scalable framework for enterprise engagement that aligns with the strategic goals of major brands.
• Direct the performance of the Engagement Management team by establishing clear metrics, ownership, and accountability for customer outcomes.
• Design and iterate on playbooks, workflows, and communication templates to standardize high-touch client interactions.
• Analyze complex customer behavior data to identify risks, opportunities for expansion, and areas for process optimization.
• Lead cross-functional initiatives with Product and Engineering to ensure customer feedback directly informs the product roadmap.
• Serve as the primary escalation handler for enterprise-critical issues, coordinating solutions across Sales, Support, and Leadership.
• Mentor and develop Engagement Managers through targeted coaching, career pathing, and skills development.
• Build and maintain deep expertise in AI search marketing to position the team as strategic advisors to C-level stakeholders.
• Partner with Sales leadership to define ideal customer profiles and refine onboarding sequences for new enterprise wins.
• Recruit, interview, and onboard top-tier talent to build a high-performing and resilient engagement management function.

Requirements

• Bring a minimum of 5 years of progressive experience in customer success, account management, or consulting roles.
• Possess at least 2 years of direct experience managing, coaching, and developing a team of customer-facing professionals.
• Demonstrate a proven track record of building and scaling customer-facing functions that successfully meet business KPIs.
• Exhibit exceptional communication and executive presence, with the ability to coach team members in strategic client discourse.
• Apply a strong operational mindset to the design, implementation, and governance of scalable engagement processes.
• Utilize data-driven leadership to establish team key performance indicators and convert analytical insights into actionable strategies.
• Navigate high levels of ambiguity and lead teams through periods of significant change within a fast-paced, growth-oriented environment.
• Collaborate effectively with Sales, Product, and Engineering leadership to align priorities and resolve cross-functional challenges.
• Maintain a strict adherence to compliance and security standards as they relate to enterprise client engagements.
• Thrive in a results-driven culture where ownership, accountability, and continuous improvement are core values.

Nice to have

• Acquire experience working within the search or marketing industry to better relate to client challenges.

Practical notes

This position is based in our Boston office and requires on-site presence. The total compensation package is composed of a base salary, variable compensation tied to performance, equity grants, and a comprehensive benefits suite. The base salary range is set between $135,000 and $210,000, with the final number reflecting factors such as expertise, track record, location, and market conditions. Equity awards are part of the long-term incentive structure, and variable compensation is linked to individual and team performance against agreed-upon targets. All official communication and correspondence from Profound will originate from an email address ending with @tryprofound.com. Prospective candidates should be prepared for multiple interview rounds to assess both technical capability and cultural fit. The start date will be determined based on the successful completion of the hiring process and business needs.