Customer Success Director, Market Research

Knit is an AI-native platform that automates the consumer research process for enterprise brands, helping them run rigorous research in days instead of weeks. The Customer Success Director, Market Research will drive customer onboarding, adoption, and long-term value realization to improve retention, renewals, and expansion across a portfolio of accounts. This role is highly cross-functional, partnering with Sales, Research, and Product to deliver measurable customer outcomes and influence product direction through customer feedback.

• Own and manage the full post-sale customer lifecycle, including onboarding, implementation, enablement, and success planning to drive retention and long-term value.
• Lead onboarding and platform setup to ensure a smooth, goal-oriented launch and faster time-to-value.
• Deliver live and asynchronous training and enablement (walkthroughs, guides, demos) to increase adoption across multiple research workflows.
• Monitor credit usage and activated use cases to identify gaps, unlock new workflows, and drive deeper engagement and growth.
• Provide responsive, high-context product support to resolve issues efficiently and maintain customer satisfaction.
• Build and maintain relationships with key stakeholders to improve alignment, influence, and account health.
• Collaborate with Client Partners and internal stakeholders on strategic accounts to surface insights, remove blockers, and support high-impact success plans.
• Lead or support commercial conversations (renewals, pricing, contract negotiation) to retain customers and drive predictable revenue.
• Identify and execute expansion and upsell opportunities in collaboration with Sales, Research, and Product.
• Host partnership briefs and success check-ins to align on objectives, report usage trends, and guide roadmap adoption.
• Create and maintain enablement resources and scalable success content to improve self-service and onboarding efficiency.
• Advocate internally for customer needs and feedback to inform roadmap decisions and enhance outcomes.
• Represent Knit as a strategic partner and trusted advisor to strengthen satisfaction, retention, and advocacy.
• Complete other duties as assigned (under 10% of the role).

• 8+ years of market research experience (supplier side; agency, research tech company, or client side).
• 6+ years owning client relationships, driving value, and leading renewals and upsell engagements end-to-end.
• Proficiency with research or customer success tools (e.g., CRMs, enablement platforms, analytics dashboards, research platforms).
• Demonstrated ability to build stakeholder relationships, drive adoption, and deliver measurable outcomes for complex or multi-use-case customers.
• Strong communication and presentation skills, including leading trainings, commercial conversations, and strategic business reviews.
• Highly collaborative with cross-functional experience across Sales, Product, and Professional Services/Research teams.
• Comfortable with change and ambiguity in a fast-paced, high-growth environment.
• Customer-centric, curious mindset with interest in scaling impact through technology, enablement, and strategic partnership.

• Location: Prioritizing candidates in NYC; remote policy allows hiring anywhere in the US, with pods in NYC, Austin, Chicago, and Washington, D.C.
• Hours: Monday to Friday, 9am to 5pm ET.
• Travel: Occasional travel for customer meetings, industry conferences, and in-person team meetings; company all-team in-person events twice per year.
• Compensation: Competitive salary, variable compensation program, and equity options.
• Benefits: Medical, dental, vision, and life insurance; company MacBook; one-time onboarding technology stipend; 401(k) with company match; flexible time off; remote working.