[Remote] Customer Success Director

Note: The job is a remote job and is open to candidates in USA. Knit is an AI-native research company. The Customer Success Director owns a portfolio of clients, accountable for retention, account growth, product enablement, and overall account health. The role partners with clients and internal teams to expand use cases and deliver a strong client experience.

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

Skills

• 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

Benefits

• Commission plan, if applicable to role
• Equity Options
• Healthcare (medical, dental, and vision)
• Additional Coverage
• A company laptop
• One-time, onboarding Technology Stipend
• A 401(k) with company match
• Flexible time-off
• Hybrid working (prioritizing candidates who can work 3 days/week from the NYC headquarters; remote-friendly, with pods in NYC, Chicago, and D.C.)

Company Overview