Job description
Knak is a mission-driven company
Why? Because our time is limited, our competition is fierce, and our margin for error is small. For us to have the greatest impact on the world, we need to be laser focused on our core mission, which is…
Empowering people to be creative.
That’s why Knak exists.
We are a world-class enterprise email and landing page creation platform with a focus on making successful and happy customers by providing them with an incredibly powerful, yet easy to use creation platform.
Our industry leading SaaS solution is built by Marketers, for Marketers. We know that it’s the small things that make the biggest impact and that emails and landing pages are where the rubber hits the road when it comes to Marketing Automation. We change the way Marketers work by making them more efficient, while improving conversion rate of their campaigns and helping them stay on brand.
Oh, and we have a bit of fun while doing it, too!
About the Role
As a Principal Customer Strategist, you’ll partner with our enterprise customers and internal teams to deliver outstanding strategic engagements that drive measurable value. You’ll design and execute success programs, deepen executive alignment, and ensure scalable growth across industries. This is a high-impact role where your leadership will shape both customer outcomes and internal enablement across Knak’s go-to-market teams.
What You’ll Do
Customer Strategy & Success Planning
Build and own strategic roadmaps for high-value enterprise customers, aligning technical guidance with business outcomes.
Partner with CSMs and Account Directors to implement quarterly business reviews, adoption plans, and architecture reviews.
Support onboarding, integration, and key customer milestones with hands-on expertise.
Maintain high retention metrics (NRR 115%, GRR 95%) through proactive engagement and expansion strategies.
Organizational Leadership
Define the vision, KPIs, and best practices for enterprise account strategy.
Provide monthly executive updates on customer health, risks, and technical initiatives.
Identify trends from customer and product data to guide investments and propose new solutions.
Host 1:1s and team calls to mentor, unblock issues, and drive performance.
Cross-Functional Collaboration
Launch internal enablement initiatives across Sales, Customer Success, and Partner teams.
Maintain knowledge libraries, architecture playbooks, and customer success assets.
Partner with Product on roadmap validation, adoption blockers, and feature feedback.
Influence GTM initiatives and product launches from a customer advocacy perspective.
What You Bring
Proven track record in strategic customer success, enterprise account management, or consulting.
Expertise in developing and executing long-term success plans for complex organizations.
Strong cross-functional leadership skills with experience influencing Sales, Product, and Support teams.
Operational excellence mindset—able to standardize processes, scale frameworks, and measure impact.
Data-driven decision making with experience in platform adoption metrics, risk management, and escalation protocols.
Nice to Haves
SaaS industry experience, ideally in marketing technology.
Familiarity with integration planning, architecture evolution, and compliance requirements.
Background in industry-specific enablement programs or pre-sales/post-sales technical alignment.
What We Offer
At Knak we have four foundational pillars. Culture, customers, product and growth. Culture is our number one pillar because we know that is at the core of building a strong company that can build amazing products and delight our customers. We do this with a laser focus on hiring the right people who are smart, positive and who want more than the typical nine-to-five offers.
We offer an extremely rewarding, second to none work environment as acknowledged by Ottawa’s Best Places to Work 2024! We show our investment in our people through our competitive salaries, equity in the company, great benefits, paid vacation, Life leave days (because life happens), team lunches and off-sites, and most importantly our commitment to YOUR career growth.
If this sounds like something you’re looking for, then we’d love to hear from you!
If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that women and underrepresented groups often only apply when they feel 100% qualified. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply. Knak believes in creating an inclusive, barrier-free working environment. If you require ANY accommodation to the interview process please contact [email protected].
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