Who we’re looking for… 

Role: Senior Customer Success Manager

Team: Customer Success 

Reports To: VP of Customer Success

Supervisory Responsibility: This role will not currently have any direct reports.

Ideal Start Date: ASAP

Location: We are prioritizing candidates in NYC. 

We have a remote working policy, so we are looking for teammates anywhere in the US! However, we do have pods in NYC, Austin, Chicago, and D.C., where we would love for you to work any time you’d like. Our standard operating hours are Monday - Friday 9am - 5pm ET.

Travel: This role will be expected to travel on occasion for customer meetings, industry conferences, and Knit in-person team meetings. Knit does US All Team, in-person company events 2x per year.

Knit is the The Researcher-Driven AI Platform automating the consumer research process - enabling Enterprise brands like Amazon, T-Mobile, and ESPN to get stakeholder-ready insights at DIY costs and speeds.

Overview

A Senior Customer Success Manager at Knit is responsible for ensuring our customers derive maximum value from our product and, ultimately, renew and grow their partnership with Knit . This role requires developing strong customer relationships, driving success motions while working cross-functionally to enhance the overall customer experience. 

Who is this role suitable for and what is the required experience?

This role is ideal for a seasoned market researcher (8+ years on the supplier side, whether at an agency, research tech company or on the client side) who’s ready to step away from the day-to-day grind of project execution and move into a more commercially-driven role focused on customer success, relationship management, and product adoption. Ideal candidates will have a proven track record of owning client relationships with Enterprise, Fortune 500 companies—partnering with insights professionals to deliver impactful research outcomes that drive retention and growth. If you enjoy the strategic, client-facing side of research, find yourself leaning into product and technology, and want to leverage your expertise in a more scalable, growth-oriented way—this is your next move.

Key Performance Indicators for the Customer Success team & role:

1. The top priority of the CS function at Knit is to drive customer retention and expansion.
2. The CS team is measured on Product Credit Usage, Product Adoption, Customer Relationship and Satisfaction.

What You Will Own | Primary Responsibilities of this Role:

At Knit, we have a Sales team responsible for acquiring new logos and selling into new budget centers within existing accounts. We also have a Research team, similar to Professional Services, responsible for ensuring high-quality research outputs from our AI tools. The Customer Success team’s primary focus is ensuring our customers are receiving maximum value through the Knit platform, ultimately growing their usage of Knit, renewing and expanding.

• Drive Retention & Expansion → Execute on Success motions (Onboarding, Usage, Adoption), update and monitor customer health metrics, proactively address issues to satisfaction, identify expansion opportunities, and ensure renewals. 
• Product Education, Adoption, Usage → Ensure the customer knows how to use Knit to drive maximum impact for their business, resolve customer inquiries, and enable customers on new features to drive increased usage.
• Onboarding & Implementation → Execute on the customer onboarding process aligned with the customer’s goals, ensuring the customer receives value and a great customer experience from Day 1 to drive usage of Knit.
• Feedback Collection & Analysis → Serve as a voice of the customer internally, advocating for product and process improvements and roadmap developments to enhance the customer experience and improve our business OKRs. 
• Customer Advocacy & Relationship Management → Support Customer Advocacy programming via best-in-class relationship management resulting in references and case studies. Develop and maintain valuable, long-term partnerships with customers, working cross-functionally both to drive "CS" across the company but also to be solution-minded in how we approach relationship building.
• Serve as Support → At Knit, CS currently owns Support with the responsibilities of responding to and resolving customer inquiries in a timely manner as well as escalating issues to our engineering and product teams.

What does a day in the life of a Senior Customer Success Manager look like?

• Lead onboarding and implementation for new enterprise clients, ensuring a smooth and goal-oriented launch
• Lead “Partnership Brief” sessions with customers to drive product adoption, increase credit usage, surface new use cases, and gather actionable feedback
• Run platform walkthroughs for new client stakeholders, ensuring they quickly understand and see value in Knit
• Educate existing customers on newly released features and UI updates, serving as a true product expert and trusted advisor
• Collaborate cross-functionally with Sales, Research, and Product to align on roadmap priorities based on customer feedback
• Prioritize proactive outreach and strategic touchpoints to drive customer outcomes and meet key KPIs (retention, adoption, expansion)
• Drive renewal and expansion conversations in partnership with Sales
  Partner with the Research team on shared client projects, with Research Managers leading end-to-end execution of research work
• Work on product education materials, including FAQs, articles, product tutorials, templates for knowledge base, etc

Benefits

Upon joining the Knit team, you will receive 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, and more!

Our Values

• We are thoughtful of others.
• We are mindful of ourselves. 
• We deliver delightful experiences.