The Knot Worldwide

Manage the full lifecycle of customer relationships, onboard new clients, and advocate for customer needs to improve platform experience. | At least 2 years in customer service or client relations, strong communication skills, proactive problem-solving, and ability to manage multiple priorities. | WHAT WE DO MATTERS: At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We’re united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. Driven by our core values, we believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. Our people are at the heart of our success. ABOUT THE ROLE AND OUR TEAM: As a Customer Success Manager (you!), you will serve as a strategic partner to Canadian wedding professionals, helping them navigate industry trends and maximize their growth on our platform. You will join our "pioneer" Team Canada, a high-energy group dedicated to building the country’s largest wedding planning network from the ground up. This role offers the unique opportunity to exercise total ownership over the customer journey—from onboarding to long-term advocacy—within the supportive and expansive ecosystem of The Knot Worldwide family. RESPONSIBILITIES: Drive Vendor Growth: You will establish yourself as a "trusted advisor" for an assigned portfolio of wedding professionals, advising them on best business practices and technology trends to ensure they hit their specific performance goals. Onboard & Educate: You lead the end-to-end onboarding process, ensuring new partners are fully equipped to use the WeddingWire Canada advertising platform to attract more couples. Manage Account Health: You are responsible for the full lifecycle of the client relationship, including proactive outreach, billing/accounts receivable management, and navigating sensitive suspension or cancellation conversations with empathy and professionalism. Advocate for the Customer: You act as the bridge between our partners and the product, identifying unmet expectations and advocating for vendor needs to internal stakeholders to improve the overall platform experience. Achieve Performance Metrics: You consistently hit monthly success targets and KPIs, using data-driven insights to help local businesses stay ahead of the competition. Champion the Brand: You represent WeddingWire Canada as a brand ambassador, maintaining high levels of customer satisfaction and building long-term loyalty within the local wedding industry SUCCESSFUL CUSTOMER SUCCESS MANAGER CANDIDATES HAVE: Proven Client Experience: You have 2+ years of experience in customer service or client relations, with a track record of managing accounts and driving customer retention. Educational Foundation: You hold a Bachelor’s degree and possess high emotional intelligence, allowing you to navigate complex interpersonal dynamics and difficult conversations. Superior Communication Skills: You have excellent written and verbal communication skills, with the ability to translate technical features into tangible business value for clients. Self-Directed Initiative: You are a proactive problem-solver who thrives in a fast-paced "startup" environment and enjoys taking ownership of new programs and tests. Exceptional Time Management: You have a knack for prioritizing efficiently, multitasking under pressure, and organizing your workday to meet consistent monthly deadlines. Passion for Impact: You have a true desire to help small business owners succeed and an enthusiastic attitude toward constant change and industry evolution. WORK MODEL: This role is fully remote and not tied to any specific office location. While there are no regular in-office requirements, we encourage our remote team members to gather intentionally for key company and team events to stay connected and engaged. At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job. Together, we have an incredible opportunity to make it even easier for our customers to plan life’s most meaningful moments and for our small business owners to grow and scale. We would love to have you with us on our journey. WHAT WE LOVE ABOUT YOU: Commit to our customers: You act as one team on behalf of our customers. You lead with head and heart, and build what matters for life's most meaningful moments. Raise the bar: You define "great" and work backwards. You don't just accept how it's been done, but boldly define how it should be. You are unafraid to innovate, learn, and keep moving forward toward our shared vision. Be all in: You believe in our mission and take ownership of your work. You debate openly to reach the best outcomes, speaking with clarity and care, embracing diverse perspectives, then commit fully. Celebrate impact: You measure success by the outcomes you create. You hold yourself accountable to delivering value, while recognizing progress and the lessons learned along the way. You love to win, together. WHAT YOU LOVE ABOUT US: We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter, both in and out of the office.. We offer flexible vacation, generous parental leave, and prioritize initiatives that support the growth, development, and happiness of our people. Together@TKWW is our approach to hybrid work. It’s designed to support how we work best: combining the flexibility we value with meaningful opportunities to connect in person. Whether a role is Together@TKWW-eligible or not, we believe in purposeful moments to come together, build strong relationships, and drive bold ideas forward. For Together@TKWW-eligible roles, this includes regular in-office time to foster collaboration and connection. For roles not eligible for in-office expectations, we support connection through virtual collaboration and intentional gatherings. To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C. __ US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Privacy Notice: The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority. If you wish to file a complaint, you may contact the competent data protection authority.

Lead and execute comprehensive UX research to inform product strategy and enhance user experience. | Requires 6+ years of UX research experience, expertise in B2B contexts, and advanced research methodologies. | WHAT WE DO MATTERS: At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We’re united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. Driven by our core values, we believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. Our people are at the heart of our success. ABOUT THE ROLE AND OUR TEAM: The Knot Worldwide is seeking an experienced and impassioned Lead UX Researcher to help fuel an exciting era of growth for our portfolio of brands by leveling up our research practice and keeping users at the center of our strategy. As a seasoned researcher, your methodologies will ensure that we understand our users and can connect the opportunities we discover via research to our business strategy. You know how to translate stakeholder goals into effective research questions. You proactively engage with teams to highlight insights and research trends that may be applicable across areas. You’ll work closely with exceptional product managers and designers to help create desirable solutions to real user needs. You’ll report to the Director of User Research. User Research at The Knot Worldwide endeavors to solve important problems, develop excellent people, and operate as great partners with the rest of the company. RESPONSIBILITIES: Strategic Research Leadership: Define and own the long-term research roadmap for our B2B Vendor ecosystem, identifying key opportunities to enhance the partner experience and inform product strategy. End-to-End Execution: Lead complex foundational and generative research to uncover the workflows and business motivations of our professional vendor community. Cross-Functional Influence: Partner closely with Product, Design, and Engineering leadership to integrate user evidence into early-stage roadmap planning and high-level decision-making. Insight Synthesis: Transform complex data into compelling, actionable narratives that align stakeholder efforts with core business objectives. Mentorship & Advocacy: Serve as an advocate for the vendor voice while coaching and mentoring other researchers to ensure a high bar for quality and rigor across the team. SUCCESSFUL LEAD UX RESEARCHER CANDIDATES HAVE: A Bachelor's, Master's, or PHD in Social Science, Neural Science, Human Factors, Cognitive Psychology, or other fields emphasizing human behavior; will also consider other related fields. 6+ years of experience designing and executing qualitative and quantitative research plans across methods in the consumer product space. Strength with both quantitative and qualitative methods Experience conducting UX research in B2B contexts Experience answering meaningful and impactful product questions using research and advanced measurement techniques. Experience managing projects involving cross-functional teams. Detail-oriented and self-motivated to work independently on a variety of tasks. Excellent interpersonal, communication, and collaboration skills with a knack for storytelling. WORK MODEL: This role is Together@TKWW-eligible. If you’re based in NYC, we follow a hybrid schedule, balancing in-office collaboration of days a week and work-from-home flexibility. If you’re in Austin, this position is remote for now, with the potential to shift to a hybrid model as our local team grows. At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job. Together, we have an incredible opportunity to make it even easier for our customers to plan life’s most meaningful moments and for our small business owners to grow and scale. We would love to have you with us on our journey. WHAT WE LOVE ABOUT YOU: Commit to our customers: You act as one team on behalf of our customers. You lead with head and heart, and build what matters for life's most meaningful moments. Raise the bar: You define "great" and work backwards. You don't just accept how it's been done, but boldly define how it should be. You are unafraid to innovate, learn, and keep moving forward toward our shared vision. Be all in: You believe in our mission and take ownership of your work. You debate openly to reach the best outcomes, speaking with clarity and care, embracing diverse perspectives, then commit fully. Celebrate impact: You measure success by the outcomes you create. You hold yourself accountable to delivering value, while recognizing progress and the lessons learned along the way. You love to win, together. WHAT YOU LOVE ABOUT US: We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter, both in and out of the office.. We offer flexible vacation, generous parental leave, and prioritize initiatives that support the growth, development, and happiness of our people. Together@TKWW is our approach to hybrid work. It’s designed to support how we work best: combining the flexibility we value with meaningful opportunities to connect in person. Whether a role is Together@TKWW-eligible or not, we believe in purposeful moments to come together, build strong relationships, and drive bold ideas forward. For Together@TKWW-eligible roles, this includes regular in-office time to foster collaboration and connection. For roles not eligible for in-office expectations, we support connection through virtual collaboration and intentional gatherings. To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C. __ US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Privacy Notice: The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority. If you wish to file a complaint, you may contact the competent data protection authority.

Manage and grow a regional book of vendor accounts through proactive consulting, retention, and expansion strategies. | 3-5 years of SaaS or similar experience in renewal/retention, proven performance against revenue targets, and strong communication skills. | WHAT WE DO MATTERS: At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We’re united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. Driven by our core values, we believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. Our people are at the heart of our success. ABOUT THE ROLE AND OUR TEAM: The Regional Account Manager is responsible for meeting or exceeding expectations for unit and revenue retention among the TKWW WeddingPro (vendor) base. As the primary business consultants to TKWW’s vendors, the Regional Account Manager is responsible for developing a consultative relationship with a small set of priority accounts. The goal of this relationship is to provide proactive coaching and development with regard to TKWW services to help paying vendors stay on track and see success with our platforms and services, ultimately meeting and exceeding business goals. RESPONSIBILITIES: Build relationships with key Vendor contacts & consult proactively with Vendors in the SMB/Mid-Market space on how to achieve the best possible results with TKWW products and services, including but not limited to storefront content, lead response structure & cadence, walking vendors through data/analytics, and driving to consensus on changes they will adopt/implement. Maintain ownership and accountability of a regional/territory based book of business to achieve monthly ACV targets within a geographic region, leveraging consultative and strategic conversations to ensure we are meeting stated Vendor goals. Directly own Vendor retention by managing manual and auto renewals, handling and saving, both obvious and subtle requests to cancel or downgrade TKWW services, and comparing and contrasting performance vs competitive products. Champion Vendor sentiment by conducting proactive outreach to assigned book/territory at assigned/regular intervals. Conduct assigned Regional Account Onboarding to ensure new Vendors start their relationship with TKWW on the right foot and are set up for immediate success. Share and be “the voice of the vendor” so leadership can adequately support efforts to improve vendor satisfaction, retention, and increase long term Vendor LTV. Remain 100% compliant with all data, record-keeping, and reporting requests, including pipeline management and accurate forecasting. Consistently meet or exceed stated performance expectations for work quality, quantity, and impact. Other projects/duties as assigned. SUCCESSFUL REGIONAL ACCOUNT MANAGERS HAVE: 3-5 years of experience in a consultative renewal/retention/expansion/cancellation experience in a SaaS or similar environment Can articulate consistent and proven performance against revenue goals and customer performance targets Experience owning a smaller, higher revenue/higher impact book of business Comfortable with direct accountability for individual and customer outcomes Proven influencing and problem-solving skills. Can get customers to “yes” in multiple situations using multiple tools Excellent written, verbal, and virtual/in-person communication & presentation skills Thrives in a high-paced and highly collaborative team environment Consulting and coaching experience with small, medium-sized businesses Quantitative and analytical skills Comfortable with change, ambiguity, and decision-making with incomplete information Ability to prioritize and stay organized while balancing inbound client requests/questions and outbound expansion sales calls. #LI-Remote At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job. Together, we have an incredible opportunity to make it even easier for our customers to plan life’s most meaningful moments and for our small business owners to grow and scale. We would love to have you with us on our journey. WHAT WE LOVE ABOUT YOU: Commit to our customers: You act as one team on behalf of our customers. You lead with head and heart, and build what matters for life's most meaningful moments. Raise the bar: You define "great" and work backwards. You don't just accept how it's been done, but boldly define how it should be. You are unafraid to innovate, learn, and keep moving forward toward our shared vision. Be all in: You believe in our mission and take ownership of your work. You debate openly to reach the best outcomes, speaking with clarity and care, embracing diverse perspectives, then commit fully. Celebrate impact: You measure success by the outcomes you create. You hold yourself accountable to delivering value, while recognizing progress and the lessons learned along the way. You love to win, together. WHAT YOU LOVE ABOUT US: We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter, both in and out of the office.. We offer flexible vacation, generous parental leave, and prioritize initiatives that support the growth, development, and happiness of our people. Together@TKWW is our approach to hybrid work. It’s designed to support how we work best: combining the flexibility we value with meaningful opportunities to connect in person. Whether a role is Together@TKWW-eligible or not, we believe in purposeful moments to come together, build strong relationships, and drive bold ideas forward. For Together@TKWW-eligible roles, this includes regular in-office time to foster collaboration and connection. For roles not eligible for in-office expectations, we support connection through virtual collaboration and intentional gatherings. To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C. __ US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Privacy Notice: The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority. If you wish to file a complaint, you may contact the competent data protection authority.