Head of Customer Success

About Profound

Profound is an NYC-based AI startup helping brands measure and improve their visibility in AI platforms such as ChatGPT. We partner with some of the biggest brands and marketing agencies, including companies like MongoDB, Indeed, Mercury, DocuSign, Zapier, Ramp, Rho, Golin, Workable, Mejuri, Eight Sleep, G2, US Bank, Chime, and Clay.

We recently raised a $35 million Series B funding round led by Sequoia Capital, with continued backing from venture capital firms Kleiner Perkins, Khosla Ventures, Saga VC, and South Park Commons, as well as angel investors including Guillermo Rauch (Vercel) and Andrew Karam (Applovin).

Learn more at tryprofound.com.

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 and AI Strategists to deliver white‑glove service, maximize value, and keep every customer excited to renew and expand.

What You’ll Do

• Own retention & expansion: Set targets for NRR and churn targets, build health‑scoring models, and act fast 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 product feedback to Product & Engineering, surface case studies for Marketing, and keep Sales synced 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 the interview process. Our recruiting team will share more details about the full compensation package and benefits as you move through hiring.