Customer Success Director

About this role

We are seeking a Customer Success Director to lead and scale our most strategic enterprise relationships. Positioned at the intersection of market research, AI technology, and client strategy, this senior role serves as a trusted partner to C-suite and senior insights executives. You will drive high-impact client outcomes across our largest global accounts while bringing deep research credibility and commercial sharpness to every engagement.

Bounce is a fast-growing Insights Operating Platform combining cutting-edge technology and AI to transform how global brands generate and act on research. Trusted by market leaders like Coca-Cola, Deliveroo, Pepsi, TikTok, and Diageo, we are on a mission to disrupt the $125B market research industry and redefine executive decision-making.

Strategic Account Leadership

• Own relationship health across a portfolio of strategic, multi-market enterprise accounts

• Build trusted-advisor relationships and represent the client voice internally across Product, Research and Sales

Insights Partnership & Research Leadership

• Drive deep discovery with clients to uncover business challenges and future research needs

• Design proposals that show a clear understanding of client needs, recommend the best-fit research design, and build towards a long-term partnership

• Create narrative-led reports that deliver clear, strategic, decision-focused insight, and use them to build momentum and expand accounts

Commercial Growth

• Own retention, growth and expansion across your client book

• Flag churn risks and growth opportunities early, and own them through

• Take a creative and agile approach to problem-solving for clients, adapting the Bounce product suite to build the best-fit approach for your clients

• Experience: 8+ years in a consultative, client-facing senior role spanning market research, insights consulting, or research technology (ResTech / SaaS).

• Commercial Track Record: Demonstrated success in managing enterprise account portfolios and leading high-value renewals and growth initiatives

• Executive Presence: Proven ability to engage, advise, and influence C-suite stakeholders through narrative-driven communication and strategic leadership.

• Mentorship: Ability to model best-in-class client engagement and client-first thinking to junior CS team

• Innovation Mindset: Enthusiasm for how AI and modern technology platforms are evolving the traditional market research landscape.

• Continuous learning culture with leadership support for professional and personal development

• Competitive salary and working environment

• 15 global work-from-anywhere days per year

• 22 days annual leave, plus public holidays, plus Christmas & New Year closure.

• Top tier tech including a MacBook and premium tools

• Vibrant, collaborative culture with team socials, activities, and annual retreats