Managing Director - Global Head of Digital Client Experience
Core
Build, scale, and optimize a global Digital Client Success organization to drive client retention, expansion, and value realization for thousands of clients using technology, automation, and AI.
Role type
Senior IC Managing Director / Global Head of Digital Client Experience
Builds
A multi-tier Digital Client Success organization and unified client experience ecosystem (CRM, CS platforms, AI/automation)
Domain
SaaS / Financial Data / Technology-enabled businesses
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Global team building and scaling, AI and automation strategy, client lifecycle design, data-driven operating models, executive stakeholder influence, commercial acumen, transformation leadership
Preferred skills
Experience in high-volume client environments, cross-functional orchestration, thought leadership
Technologies
CRM, Client Success Platforms, AI, Automation, Predictive Health Scoring, Personalization Engines
Responsibilities
Define end-to-end client experience strategy (segmentation, lifecycle, engagement models); Recruit and scale a global high-performing Client Success team; Own the digital global client lifecycle system and playbooks; Drive adoption of AI-driven engagement models; Own portfolio-level performance metrics (GRR, NRR, LTV); Act as central orchestrator across Product, Sales, Marketing, and Client Services
Seniority
Senior, hands-on IC with executive presence
