Senior Customer Success Manager

About this role

We are seeking a Senior Customer Success Manager to own and grow a portfolio of key client relationships. Positioned at the intersection of market research, AI technology and client strategy, you will be a trusted partner to senior insights and marketing stakeholders, balancing account health, growth and expansion while bringing research credibility and commercial awareness 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.

Account Ownership

• Own relationship health and commercial execution across a portfolio of client accounts, including more strategic and complex ones

• Lead onboarding, platform adoption and quarterly business reviews so clients consistently get value from Bounce

Insights Partnership & Research

• 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

• Own churn risks and significant growth opportunities, bringing in a Director or Head of Customer Success where needed

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

• Commercial Track Record: Proven success retaining and growing client accounts, including renewals and expansion.

• Stakeholder Presence: Confident advising and presenting to senior client stakeholders.

• 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