Overview
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.
Full job description
Role Details
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.
Company Overview
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.
Key responsibilities
Account Ownership
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Own relationship health and commercial execution across a portfolio of client accounts, including more strategic and complex ones
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Lead onboarding, platform adoption and quarterly business reviews so clients consistently get value from Bounce
Insights Partnership & Research
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Drive deep discovery with clients to uncover business challenges and future research needs
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Design proposals that show a clear understanding of client needs, recommend the best-fit research design, and build towards a long-term partnership
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Create narrative-led reports that deliver clear, strategic, decision-focused insight, and use them to build momentum and expand accounts
Commercial Growth
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Own retention, growth and expansion across your client book
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Own churn risks and significant growth opportunities, bringing in a Director or Head of Customer Success where needed
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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
Qualifications And Requirements
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Experience: 5+ years in a consultative, client-facing role spanning market research, insights consulting, or research technology (ResTech / SaaS).
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Commercial Track Record: Proven success retaining and growing client accounts, including renewals and expansion.
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Stakeholder Presence: Confident advising and presenting to senior client stakeholders.
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Innovation Mindset: Enthusiasm for how AI and modern technology platforms are evolving the traditional market research landscape.
What we offer
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Continuous learning culture with leadership support for professional and personal development
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Competitive salary and working environment
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15 global work-from-anywhere days per year
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22 days annual leave, plus public holidays, plus Christmas & New Year closure.
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Top tier tech including a MacBook and premium tools
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Vibrant, collaborative culture with team socials, activities, and annual retreats
Requirements & qualifications
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Experience: 5+ years in a consultative, client-facing role spanning market research, insights consulting, or research technology (ResTech / SaaS).
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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.
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