Role Details
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.
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
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
Requirements
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.
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