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