Managing Director - Preqin Global Head of Digital Client Experience

GlobalHead of Digital Client Experience,Managing Director

Location: LDN or NY

About the Role

We’relooking for a proven Client Success leader to build, scale andoptimizea 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 onleveragingtechnology, automation,AIand 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 acrossPreqinto build and scale a multi-tier Digital Client Success organization, blending digital/tech-touch programs while fostering a culture of accountability,innovationand continuous improvement.

Yourrole and impact

As the  GlobalHead 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,designand 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:Establishscalable processes across onboarding, adoption, renewal, and expansion. Implement strategies toredesign the client journey,balancinghuman touch with automation across thousands of accounts.

• Technology Enablement:Implement and be a championof digitalclient experiencetechnologyplatforms, 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:Establishand 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.

• Experienceoperatingin fast-paced, high-growth, and rapidly evolving businesses.