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Customer Success Manager

Dublin, London
Full-time
Permanent employee

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

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.