Customer Success Director

Knit•New York, NY

48d•$180,000 - $204,000•Hybrid

About The Position

Knit is an AI-Native Research agency that helps enterprise brands transform questions into stories rapidly. In less than two years, Knit has partnered with over 60 leading F500 enterprise brands and has raised $30M, including a $16.1M Series A in July 2025. The company currently has 70 employees and operates on a remote-friendly model with its base in NYC. The Customer Success Director will manage a portfolio of clients, focusing on retention and growth. This involves handling various client types, from those with upfront annual commitments to project-based engagements, including enterprise clients, PE firms, and mid-market accounts. Success will be measured by gross revenue retention, net revenue retention, logo retention, depth of program activation, and the strength of relationships with economic buyers. The role requires a strong understanding of research methodology, design, and analysis, as well as expertise in the Knit platform. Client enablement is key to embedding Knit into research workflows and leading commercial conversations.

Requirements

8+ years of market research experience on the supplier side, whether at an agency, research tech company, or on the client side
6+ years owning client relationships with direct commercial accountability, including leading renewals, negotiating pricing, and closing expansion or repeat business end to end
A demonstrated appetite for learning technical products quickly and deeply, with a track record of becoming the go to platform expert for your accounts
Strong communication and presentation skills, capable of leading training sessions, commercial negotiations, and strategic business reviews
Highly collaborative, with a history of working cross functionally across Sales, Product, and Research teams
Comfortable navigating change and ambiguity in a fast paced, high growth environment
Curious, customer centric mindset with a desire to scale impact through technology, enablement, and strategic partnership

Responsibilities

Own a portfolio of clients end to end, carrying commercial accountability for retention, expansion, and overall account health. This includes leading renewal and commercial conversations, including pricing, scoping, and contract negotiation
Drive use case activation, moving accounts from a single repeatable study toward a multi use case program across teams and budgets
Own product enablement for your accounts as an ongoing motion, including onboarding, platform setup, live and asynchronous training, dashboard and report walkthroughs, and educating clients on new releases
Build trusted, multi threaded relationships across each account, with particular focus on securing and maintaining a direct relationship with the economic buyer
Partner with Support to ensure responsive, high context product support that resolves issues quickly and protects satisfaction
Advocate for client needs internally with specificity and evidence, informing product roadmap decisions
Collaborate cross functionally with Sales, Research, and Product to deliver a unified, high impact client experience