Customer Success Director in London

London Full-Time On-site

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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

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.