About this role
Managing Director - Global Head of Digital Client Experience
Location: LDN or NY
About the Role
We’re looking for a proven, tech-focused Client Success leader to build, scale and optimize a high-performing team. A strategic operator who thrives in fast-paced, high-volume environments. This person needs to be a transformation expert with a start-up mindset to build and execute a strategy delivering client success excellence to thousands of clients across the globe while enabling our future growth to be delivered at scale. This leader will have experience in building global teams, expert knowledge on leveraging technology, automation, AI and data-driven insights to drive client adoption, retention, and expansion. They must be a leader in leveraging AI techniques to solve scale challenges. As a senior leader, you will drive alignment across executive stakeholders, represent the voice of the client at the leadership table, and ensure client success is a growth engine for the business. You will balance strategic vision with operational excellence, leading through influence and building a culture of client-centricity across Preqin to build and scale a multi-tier Digital Client Success organization, blending digital/tech-touch programs while fostering a culture of accountability, innovation and continuous improvement.
Your role and impact
As the Global Head of Digital Client Experience, you will design and execute a client success strategy that balances personalization with automation, ensuring our clients achieve measurable value at scale. You will partner with client services, product, marketing, and sales teams to deliver outcomes that deepen client relationships and drive long-term growth.
Responsibilities include:
Strategy & Vision:
- Define and own the end to end client experience strategy including segmentation, lifecycle design, and engagement models for a high-volume client base, balancing human touch with automation.
- Position Preqin’s digital client experience as a core commercial capability, driving retention, expansion, and long-term client value
Team Building & Leadership
- Recruit, develop, and scale a global high-performing Client Success team, with clear career paths and structured training.
- Foster a culture of accountability, innovation, and continuous improvement
- Build leadership bench strength and scalable organizational structures to support growth.
Operational Excellence:
- Own the Preqin Digital global client lifecycle system across onboarding, adoption, value realization, renewal, and expansion, ensuring consistency and scalability across all clients.
- Design and implement standardized lifecycle playbooks and digital journeys to drive adoption, retention, and expansion at scale, balancing human touch with automation across thousands of accounts.
Technology Enablement:
- Own the strategy and roadmap for the Preqin digital CX platforms (CRM, CS platforms, AI/automation), partnering with Product and Engineering to deliver a unified client experience ecosystem.
- Drive adoption of AI-driven client engagement models (predictive health scoring, automated journeys, personalization engines) to optimize outcomes at scale.
- Define capacity models, coverage ratios, and automation thresholds to balance client experience with operational efficiency
Customer Experience:
- Drive product adoption, engagement, and value realization as leading indicators of retention and expansion across the client lifecycle.
- Standardize lifecycle milestones, adoption benchmarks, and value delivery frameworks across all client segments.
Metrics & Insights:
- Own portfolio-level performance across retention (GRR), expansion (NRR), adoption, and client lifetime value, including forecasting and revenue predictability for digitally managed clients.
- Drive a data-driven operating model, leveraging client health, usage, and engagement data to proactively manage risk and identify growth opportunities.
Cross-Functional Collaboration:
- Act as the central orchestrator across Preqin Product, Sales, Marketing, and Client Services to align on digital experience strategy and execution and to align client feedback with product roadmap and growth initiatives.
Thought Leadership:
- Serve as a client advocate and industry voice, shaping how we define and deliver success at scale.
Growth & Advocacy:
- Own expansion enablement across the digital client base, including structured programs for cross-sell, upsell, and client advocacy (references, case studies).
- Build client advocacy programs to convert satisfied clients into references, champions, and case studies
Experience and Qualifications
- 15+ years of progressive leadership experience in Client Success, Customer Experience, or Customer Operations within SaaS, financial data, or technology-enabled businesses
- Proven experience building and scaling digital client success organizations serving thousands of global clients
- Deep expertise in technology-enabled engagement models, including CRM, client success platforms, AI, and automation
- Demonstrated track record of driving retention (GRR), expansion (NRR), and client lifetime value at scale
- Experience designing and operating segmented, high-volume client engagement models
- Strong commercial acumen with the ability to connect client experience outcomes to revenue performance
- Exceptional leadership skills, with experience leading global, distributed, and cross-functional teams
- Strong executive presence with the ability to influence senior stakeholders across product, commercial, and operational functions
- Proven ability to lead transformation in fast-paced, high-growth environments
Our benefits
To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including: retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well-being; family support programs; and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.
Our hybrid work model
BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.
Guidance on AI use for candidates
At BlackRock, AI has long been part of how we work – enhancing decision-making, improving operations, and helping us deliver better outcomes for clients. We encourage candidates to use AI thoughtfully to learn, prepare, and work more effectively; but during our interview process, we want to focus on getting to know you through your own experiences, thinking, and judgment. To support you, we’ve provided guidance on when and how to use AI during our hiring process so you can approach each step with confidence and showcase your best self.
About BlackRock
At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.
This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.
To learn more about BlackRock, please visit Careers.BlackRock.com. We also encourage you to get to know us on LinkedIn, Instagram, YouTube, X, and TikTok.
BlackRock is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to age, disability, race, religion, sex, sexual orientation and other protected characteristics at law.
Skills Required
- 15+ years progressive leadership in Client Success, Customer Experience, or Customer Operations within SaaS, financial data, or technology-enabled businesses
- Proven experience building and scaling digital client success organizations serving thousands of global clients
- Deep expertise in technology-enabled engagement models, including CRM, client success platforms, AI, and automation
- Experience with AI-driven client engagement models (predictive health scoring, automated journeys, personalization engines)
- Demonstrated track record driving retention (GRR), expansion (NRR), and client lifetime value at scale
- Experience designing and operating segmented, high-volume client engagement models
- Strong commercial acumen connecting client experience outcomes to revenue performance
- Exceptional leadership experience leading global, distributed, and cross-functional teams
- Strong executive presence and ability to influence senior stakeholders across product, commercial, and operational functions
- Proven ability to lead transformation in fast-paced, high-growth environments
BlackRock Compensation & Benefits Highlights
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Retirement Support — The package includes a 401(k)/Retirement Savings Plan with an employer match plus an additional company retirement contribution. Together with an employee stock purchase option, this positions retirement support as a notable strength for U.S. roles.
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Parental & Family Support — Paid parental leave and family‑building resources (adoption, fertility, nursing support) are emphasized, alongside child, special‑needs, and elder‑care resources. This breadth signals meaningful support across diverse family situations.
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Leave & Time Off Breadth — Flexible Time Off (FTO) for eligible roles is promoted, with additional sick and bereavement leave. Time away is framed as enabling rest and recharge when needed.
BlackRock Insights
What We Do
As the world’s largest asset manager, BlackRock partners with investors around the globe to help them (and those on whose behalf they invest) plan for life’s most important goals – like retirement, home ownership and their children’s education. Our clients range from governments, foundations and other large institutions to those investing on behalf of individuals, including firefighters, nurses, teachers and factory workers. BlackRock was founded with the idea of creating a better asset management firm — one that was purpose-driven, focused on clients and risk management, and propelled by data and technology. Our breakthrough Aladdin® platform is BlackRock’s technological backbone, helping investors see and manage their whole portfolios in one place – from constructing investments to monitoring risk and executing trades. Used by hundreds of external institutions around the world, Aladdin combines powerful analytics and a common language to help investment teams make faster, more informed decisions across public and private markets. It’s a key part of our business and one of the reasons we’re trusted to manage more assets than any other investment manager today. At BlackRock, we challenge conventions and raise the bar for what’s possible. We harness technology to unlock new solutions, simplify complexity, and deliver investment strategies that meet people where they are. Whether it’s retirement planning, wealth building or navigating market shifts, we’re here to help clients invest more easily, more affordably and with more choice as we chart a path toward financial well-being together. Learn more: Careers.BlackRock.com
Why Work With Us
Without our people, technology is irrelevant. When we combine the power of people with the power of technology, we amplify our ability to create better outcomes for our employees, clients, shareholders and society alike.
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Employees engage in a combination of remote and on-site work.
BlackRock has 25,000 employees across more than 100 offices in over 40 countries around the world.
