• Own a portfolio of strategic enterprise and marketplace accounts, acting as the primary executive contact for their contingent workforce programs. • Design and manage programs that cover onboarding, worker classification, compliance, time and expense, invoicing, and payments • Lead QBRs and other governance forums with program sponsors, procurement, HR, and other stakeholders, presenting performance, risks, and roadmap alignment. • Serve as the internal voice of the CW program and partner closely with Sales, Product, Operations, and Finance. • Own the implementation lifecycle for new enterprise customers, from discovery and design through configuration, testing, training, and go-live. • Build and manage project plans with clear milestones, owners, and risks; coordinate across client stakeholders (HR, procurement, legal, IT, security, finance) and internal teams. • Ensure solutions are configured to meet program objectives, compliance requirements, and user experience expectations for both client teams and workers. • Design and refine program structures, SLAs, escalation paths, and governance routines tailored to each key account. • Analyze program data (volumes, cycle times, issues, SLAs, CSAT/NPS, margins, etc.) to identify trends, risks, and opportunities. • Proactively propose process, policy, and product changes that improve quality, reduce friction, or unlock new value for clients and workers. • Use AI tools (for example, ChatGPT and other LLM-based copilots) in your daily work.

Role Description 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. 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 Qualifications - 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 - 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 Requirements - 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 Benefits - 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

• You design, implement and optimize CRM systems that are seamlessly integrated into existing processes and ensure a clear data and KPI structure. • You work closely with our Sales, Marketing and Data teams to create the technical foundation for data-driven growth and efficient collaboration. • You design scalable CRM architectures, define data models and ensure clean, automated processes from lead capture through to reporting. • You conduct CRM audits, migration projects and training.

• Build and maintain strong, long-term relationships with existing key customers by understanding their needs, objectives and challenges. • Focus on revenue growth for assigned book of business. • Identify and close opportunities to upsell and cross-sell additional products/services to existing customers, thereby increasing revenue and client satisfaction. • Develop and implement strategies to increase client retention rates. • Oversee program delivery and all service promises for customers • Serve as subject matter expert and consulting with customers (internal and external) as needed on topics such as (crisis, organizational risk, program strategy, formal referral process, supervisory trainings, workplace policies, OD projects). • Oversee implementation process to ensure that it is set up in accordance with contract and program strategy. • Conduct in-person supervisory training and/or orientations as requested. • Evaluate program results and data trends to create presentations and recommend solutions to your customers. • Manage a book of business assigned to you by the Manager or VP of Customer Success. • Assist with follow-up on any customer complaints. • Educate customers on contract scope of service. • Educate customers on workplace and national mental health trends. • Develop goals and strategic action plans for your book of business and on a customer basis. • Develop communication and marketing plans both with and for your customers and collaborate with the Marketing Team and subject matter experts on customer relevant content. • Occasional travel to customer locations as needed to support program delivery, conduct training, and build relationships.