Managing Director - Global Head of Digital Client Experience

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

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.

Managing Director - Global Head of Digital Client Experience

We’re looking for a proven, tech-focused Client Success leader to build, scale and optimize a high-performing team.

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.

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.

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