About Profound

Profound is on a mission to help companies understand and control their AI presence. As our Head of Customer Success, you’ll lead Engagement Managers to deliver white-glove service, maximize customer value, and ensure every customer is excited to renew and expand.

What You’ll Do

  • Own retention & expansion: Set ambitious NRR and churn targets, build health-scoring models, and act quickly on risk signals and upsell opportunities
  • Manage and develop a world-class customer success team: Hire, coach, and inspire Engagement Managers and AI Strategists; establish playbooks, career paths, and clear performance expectations
  • Build CS infrastructure: Codify QBRs, escalation paths, and customer feedback loops; partner with RevOps for airtight data visibility; identify and implement the right technology to streamline processes and improve efficiency
  • Be the voice of the customer: Channel feedback to Product & Engineering, surface case studies for Marketing, and keep Sales aligned on expansion and upsell opportunities

Who You Are

  • Proven CS leader with 5-10+ years in B2B SaaS and a track record of beating retention targets while managing multi-disciplinary post-sales teams
  • Operator-coach who writes the playbook, then jumps on calls to model best practices
  • Data-driven and process-minded — comfortable owning dashboards, forecasts, and board-level metrics
  • Exceptional communicator with executive presence and a talent for turning tough conversations into long-term loyalty
  • Energized by fast loops, in-office collaboration, and building something category-defining from the ground up

This is an on-site role in our Union Square office — designed for builders who thrive on speed, iteration, and impact.

For this role, the expected base salary range is $150,000 – $250,000. Profound’s total compensation package is designed to be competitive and includes base salary, 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