About this role
Global Head of Digital Client Experience, Managing Director
Location: LDN or NY
About the Role
We’re looking for a proven 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 a strategy delivering client success excellence to thousands of clients across the globe while enabling our future growth to be delivered at scale. The 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. 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, design and lead the client success strategy for a high-volume, tech-led model, balancing human touch with automation.
Team Building & Leadership: Recruit, develop, and scale a global high-performing Client Success team, with clear career paths and structured training.
Operational Excellence: Establish scalable processes across onboarding, adoption, renewal, and expansion. Implement strategies to redesign the client journey, balancing human touch with automation across thousands of accounts.
Technology Enablement: Implement and be a champion of digital client experience technology platforms, automation, and AI to deliver proactive, predictive, and personalized client experiences at scale.
Customer Experience: Ensure clients achieve measurable outcomes and a seamless experience, regardless of their size or complexity.
Metrics & Insights: Establish and track success KPIs (retention, NRR, adoption, CSAT, etc.), using data to inform strategy and continuous improvement.
Cross-Functional Collaboration: Partner with Product, Sales, and Marketing 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: Partner with Sales to drive expansion, upsell, and advocacy within the client base. Build programs that turn clients into champions, case studies, and references. Ensure measurable outcomes and business value are delivered consistently.
Experience and Qualifications:
15+ years of progressive leadership experience in Client Success, Customer Experience, or Customer Operations in SaaS, technology-enabled services, or high-volume customer environments.
Proven experience building and scaling Client Success organizations serving thousands of customers/accounts globally.
Strong background in tech-enabled customer engagement (automation, AI, digital success motions, CRM/CS platforms).
Demonstrated success driving retention, NRR, and customer advocacy as part of executive leadership.
Exceptional leadership skills, with experience building and motivating diverse, distributed teams and influencing cross-functional stakeholders at the executive level.
Exceptional communication, executive presence, and change leadership skills.
Experience operating in fast-paced, high-growth, and rapidly evolving businesses.
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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.
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.
For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock
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.
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