Customer Success Director

Overview

Own a portfolio of enterprise research clients end to end as Customer Success Director at Knit, carrying commercial accountability for retention, expansion, and account health, and serving as the platform expert for your accounts.

What you'll do

• Own a portfolio of clients end to end, carrying commercial accountability for retention, expansion, and overall account health, including leading renewal and commercial conversations, 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.

What you'll need

• 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.

Details

• Reports to the VP of Customer Success; no direct reports.
• Prioritizing candidates who can work hybrid (3 days/week) from the NYC headquarters; remote-friendly, with pods in NYC, Chicago, and D.C.
• Standard operating hours Monday to Friday, 9am to 5pm ET.