Role Details

We’re looking for a Customer Success Manager to own and grow relationships with our existing clients. This is a consultative, client-facing role sitting at the intersection of market research, insights and technology. You’ll act as a trusted advisor ensuring clients extract maximum value from the Bounce platform, delivering meaningful business impact while identifying opportunities for long-term growth. You’ll combine research credibility with commercial awareness, helping clients turn business questions into powerful insight programmes.

Company Overview

At Bounce, we don’t just deliver data — we deliver insights that transform how brands understand and connect with their customers.

As a fast-growing Insights Operating Platform, we combine cutting-edge technology and AI to make research faster, more actionable and more impactful. Trusted by leading global brands including Coca-Cola, Deliveroo, Pepsi, TikTok and Diageo, we’re on a mission to disrupt the $125BN market research industry and redefine how decisions are made

Purpose of Position

Responsibilities

Client Partnership & Ownership

Manage and grow a portfolio of key accounts
Be the primary point of contact and trusted partner across ongoing research programmes
Build deep relationships across stakeholder groups

Research & Insight Leadership

Translate business challenges into robust primary research designs
Advise & recommend research design
Ensure outputs are clear, strategic and decision-focused

Platform Adoption & Enablement

Drive successful onboarding and long-term adoption of the Bounce platform
Deliver training, best practice guidance and enablement sessions
Ensure clients consistently extract value from our technology and roadmap

Growth & Retention

Identify growth and expansion opportunities within existing accounts
Support renewals and commercial growth in partnership with Research team members
Balance consultative credibility with revenue responsibility

Strategic Reviews & Impact

Lead regular business reviews focused on performance and ROI
Connect research outputs to tangible business decisions and outcomes

Cross-Functional Collaboration

Partner closely with Product, Research and Sales teams
Represent the voice of the customer internally
Contribute to continuous improvement of the platform and client experience

Requirements

Prerequisites for this role

Minimum 5+ years experience in a commercial consultative role in a research, insights, or research technology - agency, consultancy, or research-led SaaS company
Market Research training to drive a Strong understanding of primary research design, sampling methodologies and insight generation

Qualifications & Experience

Proven Ability in:

Client management experience with high retention and satisfaction
Commercial awareness and confidence identifying growth opportunities
Excellent communication and presentation skills, with credibility across senior stakeholders
Strong organisation and project management skills in a fast-paced environment
Curiosity and enthusiasm for how AI and technology are transforming research
Alignment with Bounce’s mission, product vision and values

Bonus Points for:

Experience working within a research technology (ResTech) SaaS company
Research Agency training
Global research experience across multiple regions
Experience managing enterprise-level clients

We value potential as much as experience. If you’re passionate about the future of research technology, we encourage you to apply. Task based activities will form part of the interview process

Benefits

We’re building something game-changing in consumer insights. If you want to work in a high-growth environment, experiment with cutting-edge technology and make a tangible impact on clients and industry — this is your opportunity.

We offer:

Competitive salary
Continuous learning culture with leadership development support
Coaching with senior commercial members
15 global work-from-anywhere days per year
22 days annual leave + public holidays + Christmas & New Year closure
Top-tier tech (MacBook + premium tools)
Vibrant, collaborative culture with socials and annual retreats

About us

Bounce is a consumer research platform that enables consumer-facing brands to gather authentic consumer data from anyone in the world, in real-time. We make consumer research easy, delivering the speed, ease, and agility of a technology platform, with the support, robustness, and flexibility of a research agency. Bounce is trusted by the world’s largest brands including Coca Cola, Diageo, Pernod Ricard & Tesco. We are on a mission to revolutionize how brands reach and understand their customers. We are growing rapidly and have positions for people who thrive in a high-growth environment. Our team members are the prime drivers of our success, and we can directly attribute their effort to the growth of our company. We believe that early team members should have ownership in the company they make, and therefore we offer stock options as part of all compensation packages, in addition to base salary & performance-related incentives. Bounce Insights is an equal opportunities employer.

Customer Success Manager

Benefits

Job Description