Enterprise Customer Success Director — Growth & Renewal

Knit; New York (NY); Hybrid; USD 140,000 - 170,000; Full time

Benefits offered by this job

Salary + commission

Equity options

Healthcare (medical, dental, andVision

Equipment stipend

401(k) with company match

Hybrid work arrangement

Flexible time-off

Job summary

Knit is seeking a Customer Success Director to own a diverse portfolio of enterprise clients, focusing on retention, expansion, and strategic partnerships. You will drive multi‑year value through platform enablement, cross‑functional collaboration, and executive‑level engagement.

You will guide clients through product capabilities, ensure successful activations across use cases, and advocate for customer needs to influence the product roadmap.

Qualifications

• 8+ years of market research experience on the supplier side.
• 6+ years owning client relationships with direct commercial accountability.
• Demonstrated ability to learn technical products quickly and become the go-to platform expert for accounts.
• Strong communication and presentation skills for trainings, negotiations, and reviews.
• Highly collaborative with cross-functional work across Sales, Product, and Research teams.
• Comfortable navigating change in a fast‑paced, high‑growth environment.
• Curious, customer-centric mindset with desire to scale impact through technology and enablement.

Responsibilities

• Own a portfolio of clients end to end with renewal, pricing, and contract negotiations.
• Drive use case activation, expanding from single studies to multi-use case programs across teams and budgets.
• Own product enablement for accounts: onboarding, platform setup, training, dashboard walkthroughs, and educating on new releases.
• Build trusted relationships with the economic buyer across accounts.
• Partner with Support to ensure responsive, high-context product support that protects satisfaction.
• Advocate for client needs with evidence to inform the product roadmap decisions.
• Collaborate with Sales, Research, and Product to deliver a unified, high-impact client experience.

Skills

Market research

Client relationships

Platform expertise

Presentation skills

Cross-functional collaboration

Adaptability

Customer-centric mindset

Job description

Knit is seeking a Customer Success Director to own a diverse portfolio of enterprise clients, focusing on retention, expansion, and strategic partnerships. You will drive multi‑year value through platform enablement, cross‑functional collaboration, and executive‑level engagement.

You will guide clients through product capabilities, ensure successful activations across use cases, and advocate for customer needs to influence the product roadmap.