About this role

The Client Success Manager (CSM) is the primary service owner for assigned clients, ensuring a consistent, high-quality, and client-first service experience. The role focuses on proactive client engagement, ownership of service performance, and continuous improvement.

Key Responsibilities:

Client Experience & Relationship Management:

• Act as the primary service representative.
• Lead service reviews, VIP touchpoints, and client engagement.
• Track all client interactions in Service Now.

Service Ownership & Execution:

• Own service metrics and client queues.
• Triaging critical inquiries and managing escalations.
• Ensure timely resolution and minimize backlog.

Continuous Improvement & Inquiry Reduction:

• Identify opportunities for efficiency and self-service.
• Partner with Product and Engineering to improve workflows.
• Cross-Functional Collaboration:
• Work closely with CSS, PEs, ACE, ACT, Data, and Product.
• Ensure seamless handoff and operational consistency.

Coaching & Capability Building:

• Support CSS development and knowledge sharing.
• Foster a high-performing, client-first culture. Success Metrics:
• Strong client sentiment scores
• Reduced escalations and backlog
• Effective queue hygiene and workflow adherence
• High-quality communication and ownership

Skills & Experience:

• Strong client service orientation and communication skills.
• Ability to prioritize effectively and manage high-pressure situations.
• Familiarity with Aladdin tools, workflows, and Service Now preferred.
• Prior experience in client service, operations, or financial services.

For New York, NY Only the salary range for this position is USD**$0.00** - USD**$0.00** . Additionally, employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits. Black Rock operates a pay-for-performance compensation philosophy and your total compensation may vary based on role, location, and firm, department and individual performance.

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

Black Rock’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 Black Rock.

About Black Rock

At Black Rock, 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 Black Rock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

Black Rock is proud to be an equal opportunity workplace. We are committed to equal employment opportunity to all applicants and existing employees, and we evaluate qualified applicants without regard to race, creed, color, national origin, sex (including pregnancy and gender identity/expression), sexual orientation, age, ancestry, physical or mental disability, marital status, political affiliation, religion, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law. View the EEOC’s Know Your Rights poster and its supplement and the pay transparency statement.

Black Rock is committed to full inclusion of all qualified individuals and to providing reasonable accommodations or job modifications for individuals with disabilities. If reasonable accommodation/adjustments are needed throughout the employment process, please email Disability.

Assistance@blackrock.com. All requests are treated in line with our privacy policy.

Black Rock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.