Who we’re looking for…
Role: Customer Success Director
Team: Customer Success
Reports To: VP of Customer Success
Supervisory Responsibility: This role will not have any direct reports.

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.

A little about us…
Knit is the AI-native platform automating the consumer research process, enabling enterprise brands to run rigorous research in days not weeks. Through Knit, brands like NASCAR automate their consumer research process to get a quicker and more holistic understanding of their audiences.

Overview
As a Customer Success Director at Knit, you’ll be the driving force behind our customers’ success — leading onboarding, driving adoption, and ensuring long-term value realization from the Knit platform. Your day-to-day will flex based on the customer’s size, complexity, and strategic importance, offering opportunities for both full ownership and close partnership with teammates. 

The Customer Success function is central to Knit’s growth and retention strategy, and your work will directly drive customer renewals, increase product usage across multiple research use cases, and deepen stakeholder relationships through strategic, high-touch engagement. You’ll identify and capture expansion opportunities, contribute to revenue growth, and help close the feedback loop between customers and internal teams — influencing product direction and enhancing the overall customer experience. This is a highly cross-functional role, requiring close collaboration with Sales, Research, and Product to ensure each customer achieves measurable success with Knit.

Business Impact

You’ll work across a portfolio that includes both strategic and growth-stage accounts. For some customers, you’ll serve as the primary point of contact, owning the full post-sale lifecycle — from onboarding and enablement to renewals and commercial conversations. For others, particularly our most strategic partners, you’ll collaborate closely with a Client Partner, providing deep product expertise and platform support while they lead the broader relationship and commercial strategy.

In this role, you will:

• 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 customer behavior 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

Required Skills & Experiences

• 8+ years experience on the supplier side, whether at an agency, research tech company, or on the client side)
• 6+ years experience 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.
• 6+ years experience working in or alongside of customer success, account management, or insights team at research tech platform, agency, or enterprise client
• Demonstrated ability to build strong stakeholder relationships, drive adoption, and deliver measurable outcomes for complex or multi-use case customers
• Proficiency with research or customer success tools (e.g., CRMs, enablement platforms, analytics dashboards, research platforms) as part of your daily workflow
• 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
• Other duties as assigned [to be less than 10% of your role]