Customer Success Director

As a Customer Success Director at Knit, you will own a book of business responsible for retaining and growing clients. Your portfolio includes enterprise clients, PE firms, and mid-market accounts, with varying engagement models—some with upfront annual commitments, others project-based. You will be measured on gross revenue retention, net revenue retention, logo retention, depth of program activation (number of distinct use cases across accounts), and the strength of your relationship with the economic buyer.

The role blends commercial accountability with deep technical enablement. Your clients are insights leaders who buy from experts who understand their world. You must speak fluently about methodology, design, and analysis while also mastering the Knit platform. Your clients will rely on you to explain what the product can do today and what’s coming next. Enablement—through onboarding, training, and product walkthroughs—is how you earn the right to lead commercial conversations.

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, transitioning accounts from single-repeatable studies to multi-use-case programs across teams and budgets.
• Own product enablement for accounts, including onboarding, platform setup, live/asynchronous training, dashboard and report walkthroughs, and educating clients on new releases.
• Build trusted, multi-threaded relationships across each account, with a focus on securing and maintaining a direct relationship with the economic buyer.
• Partner with Support to ensure high-context, responsive 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.