Customer Success Director

The role

The Customer Success Director owns a book of business to retain and grow revenue. You will manage client relationships, drive product enablement, and lead commercial conversations through research and product credibility.

What you will do

• Own a portfolio of clients end to end with commercial accountability for retention and expansion
• Lead renewal and commercial conversations including pricing, scoping, and contract negotiation
• Drive use case activation to move accounts toward multi use case programs
• Own product enablement including onboarding, platform setup, training, and dashboard walkthroughs
• Build multi threaded relationships with a focus on the economic buyer
• Partner with Support to ensure responsive product support
• Advocate for client needs internally to inform product roadmap decisions
• Collaborate cross functionally with Sales, Research, and Product

Required qualifications

• 8+ years of market research experience on the supplier side, research tech company, or client side
• 6+ years owning client relationships with direct commercial accountability
• Demonstrated appetite for learning technical products quickly and deeply
• Strong communication and presentation skills
• Highly collaborative with a history of working cross functionally
• Comfortable navigating change and ambiguity in a fast paced, high growth environment
• Curious, customer centric mindset

Benefits

• Competitive salary + commission plan if applicable to role
• Equity Options
• Healthcare (medical, dental, and vision)
• Additional Coverage
• Company laptop
• One-time, onboarding Technology Stipend
• 401(k) with company match
• Flexible time-off
• Hybrid working

About the company

Knit is an AI-Native Research agency helping enterprise brands get from question to story in a week or less. The company has partnered with over 60 leading F500 enterprise brands.