At a Glance
- Tasks: Drive AI search success for mid-market customers and ensure their engagement with the Profound platform.
- Company: Join a fast-paced, innovative marketing platform at the forefront of AI technology.
- Benefits: Competitive salary, equity options, and a full range of perks in a dynamic work environment.
- Other info: On-site role in vibrant cities like NYC, SF, or London with excellent career growth opportunities.
- Why this job: Be a key player in transforming how brands leverage AI for growth and visibility.
- Qualifications: 2+ years in customer success or account management with strong communication and analytical skills.
The predicted salary is between 100000 - 130000 £ per year.
Profound is the marketing platform for the AI era. As people increasingly turn to ChatGPT, Perplexity, and Gemini to decide what to buy, we give brands the intelligence to see how AI represents them and the Agents to act on it. Today, ~13% of the Fortune 500, plus companies like Ramp, Figma, Chime, Calendly, and DocuSign, use Profound to turn AI Search from a black box into a measurable growth channel. Backed by Lightspeed, Sequoia, Kleiner Perkins, and Khosla Ventures at a $1B valuation, we're a lean, fast-moving team across NYC, SF, Buenos Aires, and London, shipping at a relentless pace and defining a new category at the biggest shift in marketing in 25 years. If you want to do the best work of your career at the frontier of AI, come build it with us.
As an Engagement Manager, you'll be the driving force behind the AI search program for your customers, ensuring successful implementation, adoption, and ongoing engagement with the Profound platform. You'll work directly with customer stakeholders to provide strategic consultation, success planning, and targeted support to help them hit their AI search goals. Partnering closely with internal teams across Sales, Product, and Engineering, you'll address customer needs, deliver meaningful outcomes, and serve as a trusted expert guiding customers through the future of AI search with best practices and actionable tactics to enhance their AI visibility.
What You’ll Do
- Serve as the primary point of contact and trusted advisor for a portfolio of 45 to 55 mid-market customers
- Own the full customer journey from onboarding and implementation through driving measurable business outcomes with the Profound platform
- Develop and execute a combination of white-glove initiatives and scaled strategies to ensure strong customer health and engagement
- Become an expert in the AI search space and develop a strong understanding of how large language models work
- Effectively multi-thread customer engagements to mitigate risk from stakeholder turnover
- Partner closely with the Account Management team to ensure value delivery aligns with commercial goals
- Collaborate internally with Sales, Product, and Engineering teams to optimize implementation and resolve technical challenges
Who You Are
- 2 or more years of experience working with mid-market customers to drive strategic outcomes in a customer success, account management, or consulting capacity
- Excellent communication skills with the ability to deliver presentations and demonstrations effectively
- Self-motivated and driven, with a passion for building strong customer relationships
- Comfortable diving into challenges and operating in ambiguous environments
- Strong analytical mindset with comfort working with quantitative data
- Ability to own processes end to end with strong critical thinking skills and project management skills
- Comfortable managing multiple initiatives simultaneously
- Experience in the search or marketing industry
Location
This is an on-site role based in our NYC, SF, or London office, designed for builders who thrive on speed, iteration, and meaningful impact. For this role, the expected base salary range is $130,000 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.
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 report it as spam.
Engagement Manager, Mid-Market employer: ProFound
Profound is an exceptional employer that fosters a vibrant work culture in the heart of London, where innovation meets collaboration. With a strong emphasis on employee growth, we offer comprehensive benefits and opportunities for professional development, ensuring that our team members thrive while driving impactful engagement with our cutting-edge marketing platform. Join us to be part of a dynamic environment that values your contributions and supports your career aspirations.
StudySmarter Expert Advice🤫
We think this is how you could land Engagement Manager, Mid-Market
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ProFound. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ProFound before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Engagement Manager, Mid-Market
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ProFound:Your cover letter is your chance to shine! Tell us why you want to work at ProFound specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ProFound!
How to prepare for a job interview at ProFound
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
