Senior Customer Success Manager
About this job
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. Responsibilities 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 Requirements • 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. Benefits • 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