Customer Success Director

Knit•New York, NY

7d•Remote

About The Position

As a Customer Success Director at Knit, you’ll be the driving force behind our customers’ success — leading onboarding, driving adoption, and ensuring long-term value realization from the Knit platform. Your day-to-day will flex based on the customer’s size, complexity, and strategic importance, offering opportunities for both full ownership and close partnership with teammates. The Customer Success function is central to Knit’s growth and retention strategy, and your work will directly drive customer renewals, increase product usage across multiple research use cases, and deepen stakeholder relationships through strategic, high-touch engagement. You’ll identify and capture expansion opportunities, contribute to revenue growth, and help close the feedback loop between customers and internal teams — influencing product direction and enhancing the overall customer experience. This is a highly cross-functional role, requiring close collaboration with Sales, Research, and Product to ensure each customer achieves measurable success with Knit. You’ll work across a portfolio that includes both strategic and growth-stage accounts. For some customers, you’ll serve as the primary point of contact , owning the full post-sale lifecycle — from onboarding and enablement to renewals and commercial conversations. For others, particularly our most strategic partners, you’ll collaborate closely with a Client Partner , providing deep product expertise and platform support while they lead the broader relationship and commercial strategy.

Requirements

8+ years market research experience on the supplier side, whether at an agency, research tech company, or on the client side)
6+ years experience owning client relationships, driving value and leading renewal and upsell engagements end to end.
Proficiency with research or customer success tools (e.g., CRMs, enablement platforms, analytics dashboards, research platforms) as part of your daily workflow
Demonstrated ability to build strong stakeholder relationships, drive adoption, and deliver measurable outcomes for complex or multi-use case customers
Strong communication and presentation skills — capable of leading training sessions, commercial conversations, and strategic business reviews
Highly collaborative, with a history of working cross-functionally across Sales, Product, and Professional Services/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 and manage the full post-sale customer lifecycle — including onboarding, implementation, enablement, and success planning — to drive long-term value realization and customer retention
Lead onboarding and platform setup for new customers to ensure a smooth, goal-oriented launch that accelerates time-to-value
Deliver live and asynchronous platform training and enablement (e.g., walkthroughs, guides, and demos) to increase user adoption across multiple research workflows
Monitor credit usage and use cases activated to proactively identify gaps and unlock new use cases, driving deeper engagement and account growth
Provide responsive, high-context product support to resolve customer issues efficiently and maintain satisfaction throughout the relationship
Build and maintain trusted relationships with key stakeholders to increase influence, ensure alignment on goals, and strengthen account health
Collaborate with Client Partners and internal stakeholders on strategic accounts to surface usage insights, remove blockers, and support high-impact success plans
Lead or support commercial conversations (renewals, pricing, contract negotiation) to secure continued partnerships and drive predictable revenue retention
Identify and execute expansion and upsell opportunities in collaboration with Sales, Research, and Product — contributing directly to net revenue growth
Host Partnership Briefs or success check-ins to align on customer objectives, report on usage trends, and guide roadmap adoption
Create and maintain enablement resources and scalable success content to support customer self-service and improve onboarding efficiency
Advocate for customer needs and feedback internally to inform product roadmap decisions, influence feature development, and enhance customer outcomes
Collaborate cross-functionally with Research, Product, and Sales teams to deliver a unified, high-impact customer experience
Represent Knit as a strategic partner and trusted advisor — consistently reinforcing value to improve satisfaction, retention, and advocacy
Other duties as assigned [to be less than 10% of your role]