Customer Success Director

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. 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. 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 - 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. - 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