Knit

Customer Success Manager

• Own a portfolio of clients end to end, carrying commercial accountability for retention, expansion, and overall account health
• Lead 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 ongoing product enablement, 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, particularly with the economic buyer
• Partner with Support to ensure responsive, high-context product support and resolve issues quickly
• 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 client experience

Customer Success Director

Executive Assistant

• Own and prioritize the CEO’s calendar and time, protect focus time, anticipate conflicts, and plan several weeks ahead
• Ensure the CEO has the context, materials, agendas, and follow-ups needed for meetings and important commitments
• Manage CEO travel, scheduling, expenses, reservations, and other administrative logistics end to end
• Coordinate executives, board members, investors, candidates, customers, and other key stakeholders
• Track deadlines, follow-ups, and action items so CEO commitments are completed
• Support high-priority projects, meetings, company events, and CEO priorities with the Chief of Staff, Head of Operations, Workplace Operations, and other leadership
• Maximize CEO effectiveness by creating proactive structure and preparation

Client Partner

• Own and grow a portfolio of 10–20 enterprise accounts, including existing clients and targeted net-new logos
• Drive renewals and expansion, increasing partnership scope, scale, and value year over year
• Identify new business units, teams, and use cases within existing and prospective accounts
• Advise senior Insights, Analytics, and Marketing leaders on expanding use of Knit’s AI-native platform
• Develop and execute account plans covering whitespace, client goals, stakeholders, and revenue growth
• Lead commercial negotiations for renewals, upsells, and cross-sells with Sales Leadership
• Collaborate with Customer Success, Research, and Product to maximize client value
• Represent Knit at conferences, client summits, and industry events
• Maintain pipeline integrity, forecasting accuracy, and renewal and expansion documentation

Account Executive

• Drive net-new revenue by identifying, engaging, and closing partnerships with enterprise organizations
• Collaborate with Research and Customer Success teams throughout the sales process to align products with client needs
• Lead a consultative, insight-driven sales process from discovery through close
• Develop tailored outreach strategies and partner with Marketing on inbound interest
• Ensure seamless post-sale handoffs, communicating client goals, stakeholders, and success criteria
• Identify cross-sell opportunities within existing clients and expand Knit’s footprint across business units and functions
• Maintain pipeline integrity, forecasting accuracy, and deal-cycle documentation
• Represent Knit at conferences, trade shows, and industry events
• Continuously experiment and improve sales and engagement approaches

Enterprise Account Executive

Customer Support

• Own the enablement motion for specific client segments
• Lead Data Explorer orientations while data is in field
• Lead report walkthroughs and show clients how to customize and extend reports and customize showreels
• Join client partnership meetings to review and enable clients on recently released products and features
• Support client onboarding and implementation efforts
• Create and maintain learning assets
• Leverage AI to automate support workflows while maintaining a high customer service bar and human-in-the-loop review
• Quality-review AI responses and close documentation gaps
• Respond to inbound client product questions and issues quickly, maintaining tight response times and solution-oriented responses
• Create customized Loom videos for workflows, fixes, or best practices
• Triage bugs and defects to Engineering with documentation, reproduction steps, client impact, and urgency
• Identify recurring product questions and friction points and synthesize feedback for Product
• Support and maintain Help Center content and review AI chat responses
• Draft and maintain client-facing release communications, feature updates, and announcements
• Support proactive client communication through educational videos, email, and in-app engagement
• Update Help Center articles and support documentation for new functionality
• Monitor client feedback on releases and partner with Product
• Identify and implement workflow improvements to reduce manual work for CS Directors
• Support client communications at scale where automation is appropriate
• Partner cross-functionally to streamline handoffs between Sales, Research, Product, and CS
• Support ad hoc initiatives that increase team efficiency or client impact

Customer Success Director

Executive Assistant

Client Partner

Enterprise Account Executive

Customer Support Partner