Customer Success Director
Knit
full-time
Posted on:
Location Type: Remote
Location: Remote • District of Columbia, Illinois, New York, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $150,000 - $170,000 per year
Job Level
Lead
About the role
- 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
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
Benefits
- a competitive salary and Variable Compensation Program
- Equity Options
- Benefits (medical, dental, vision, and life insurance)
- a company MacBook
- a one-time, onboarding Technology Stipend
- a 401(k) with company match
- flexible time-off
- remote working
- more!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer lifecycle managementonboardingimplementationenablementsuccess planningplatform trainingusage monitoringaccount growthupsell opportunitiesdata analysis
Soft skills
relationship buildingcommunicationpresentationcollaborationcustomer-centric mindsetproblem-solvingadaptabilityinfluencestrategic thinkingcuriosity