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Salary: USD 140,000 - 170,000 / annual
Knit is an AI-native research agency that helps enterprise brands move from research question to actionable insights in a week or less. The company has partnered with 60+ leading F500 brands including Amazon, Mars, NASCAR, JBL, ESPN, and Paramount. Knit has raised $30M to date (Series A in July 2025) and operates with 70 employees across NYC, Chicago, and DC.
As Customer Success Director, you will own a portfolio of client accounts end-to-end with full commercial accountability. Your success is measured on gross revenue retention, net revenue retention, logo retention, depth of program (number of distinct use cases activated), and relationship strength with economic buyers. Your clients range from upfront annual commitments to project-by-project engagements, spanning enterprise, PE, and mid-market accounts.
Key responsibilities include:
- Owning client portfolios for retention, expansion, and account health; leading renewal and commercial conversations around pricing, scoping, and contract negotiation
- Driving use case activation to move accounts from single studies to multi-use-case programs across teams and budgets
- Owning product enablement as an ongoing motion: onboarding, platform setup, live and asynchronous training, dashboard walkthroughs, and educating clients on new releases
- Building trusted, multi-threaded relationships across accounts with focus on securing and maintaining direct relationships with economic buyers
- Partnering with Support to ensure responsive, high-context product support that resolves issues quickly and protects satisfaction
- Advocating for client needs internally with specificity and evidence to inform product roadmap decisions
- Collaborating cross-functionally with Sales, Research, and Product to deliver unified, high-impact client experiences
This is a commercial role grounded in research and product credibility. You will be expected to speak fluently about methodology, design, and analysis, and command the Knit platform deeply. Enablement is the mechanism by which Knit gets embedded into how research teams work, and it is how you earn the right to lead commercial conversations.
Reports to VP of Customer Success. No direct reports.
REQUIREMENTS:
- 8+ years of market research experience on the supplier side (agency, research tech company, or 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
- Demonstrated appetite for learning technical products quickly and deeply, with 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 history of working cross-functionally across Sales, Product, and Research teams
- Comfortable navigating change and ambiguity in fast-paced, high-growth environment
- Curious, customer-centric mindset with desire to scale impact through technology, enablement, and strategic partnership
