Customer Success Director at Knit in New York City | United States (Hybrid or Remote)

Job description

• 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, but are open to teammates anywhere in the US! However, we do have pods in NYC, 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.
• As a Customer Success Director at Knit, you own a book of business that you are expected to retain and grow. Some of your clients hold an upfront annual commitment, others engage with us project by project, many are enterprise clients, and others are PE firms or mid market accounts. You will be measured on the revenue you protect and the revenue you create: gross revenue retention, net revenue retention, logo retention, depth of program (the number of distinct use cases activated across the account), and the strength of your relationship with the economic buyer.
• That work is a commercial job done through research and product credibility. Our clients are insights leaders, and they buy from people who understand their world. You will be expected to speak fluently about methodology, design, and analysis. Equal to that is your command of the Knit platform itself. We ship quickly, and your clients will look to you as the expert on what the product can do today and what is coming next. Enablement is the mechanism by which Knit gets embedded into how a research team actually works, and it is how you earn the right to lead a commercial conversation.

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, moving accounts from a single repeatable study toward a multi use case program across teams and budgets
• Own product enablement for your accounts as an ongoing motion, including onboarding, platform setup, live and asynchronous training, dashboard and report walkthroughs, and educating clients on new releases
• Build trusted, multi threaded relationships across each account, with particular focus on securing and maintaining a direct relationship with the economic buyer
• Partner with Support to ensure responsive, high context 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

Requirements

• 8+ years of market research experience on the supplier side, whether at an agency, research tech company, or on the 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
• A demonstrated appetite for learning technical products quickly and deeply, with a 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 a history of working cross functionally across Sales, Product, and 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

Skills

Required

• Highly collaborative
• Curious, customer centric mindset

Benefits

• Upon joining the Knit team, you will receive a competitive salary + commission plan if applicable to role, Equity Options, Healthcare (medical, dental, and vision), and Additional Coverage, a company laptop and one-time, onboarding Technology Stipend, a 401(k) with company match, flexible time-off, hybrid working, and more!
• In accordance with New York pay transparency requirements, the salary range for this role is $140,000 - $170,000 base with an OTE (Base + Commission) of approximately $180,000 - $204,000 annually. Final compensation will be determined based on the candidate’s level, experience, and qualifications upon joining Knit.
• In accordance with New York pay transparency requirements, the salary range for this role is listed below. Final compensation will be determined based on the candidate’s level, experience, and qualifications upon joining Knit.
• Salary Range
• $140,000 - $170,000 USD