Senior Customer Success Associate (Luxury Retail)

We are looking for a Senior Customer Success Associate to join our Tokyo office.

This is an exciting opportunity for a passionate and client-oriented professional to take on a key role within a dynamic, fast-paced environment supporting some of the world’s most iconic luxury brands.

About us

Founded in 2006, CXG is a global customer experience agency specializing in the premium and luxury industries. We serve over 200 luxury clients with a multicultural team of 250+ professionals.

Our mission is to help brands transform customer and employee experiences through tailored insights, strategy, and implementation.

We are passionate about delivering impact. Our clients include the world’s most admired luxury houses, and our solutions combine research, technology, and human expertise to elevate every customer interaction.

Your role

As a Customer Success Manager, you will act as the primary point of contact for your portfolio of clients, ensuring exceptional project execution and long-term relationship development.

Working closely with our local and global teams, you will coordinate cross-functional resources and lead end-to-end client projects, from design to delivery, with precision and a high level of autonomy.

Key responsibilities:

• Serve as a strategic advisor to leading luxury and premium brands on customer and employee experience topics.
• Collaborating with members of our international teams to design methodologies, develop new solutions and offer expert advice to our clients.
• Manage a portfolio of client accounts, ensuring the highest standards of service and client satisfaction.
• Oversee full project lifecycle: from proposal development, planning and execution to delivery and follow-up.
• Present insights and recommendations to executive-level stakeholders in a structured, consultative manner.
• Collaborate with internal teams to design tailored methodologies and solutions.
• Maintain oversight on budgets, timelines, deliverable quality and stakeholders.

Requirements

What you bring

• Bachelor’s or Master’s degree in Business Administration, Marketing, Management, or a related field.
• 5+ years of experience in client-facing roles, preferably in the luxury, retail, consulting, or service industries.
• Strong understanding of customer experience and luxury brand dynamics.
• Native-level Japanese and fluent English (verbal and written) are required.
• Outstanding interpersonal and communication skills, with the ability to present persuasively and professionally to executive stakeholders.
• A structured, analytical mindset and the ability to translate data into strategic recommendations.
• Strong organizational and time management skills in a deadline-driven environment.
• Passion for excellence, a collaborative spirit, and a proactive “can-do” attitude.

Why join us?

At CXG, you will be part of a global, multicultural, and mission-driven team.

You will:

• Work with some of the most prestigious names in the luxury industry.
• Contribute to impactful, high-visibility projects.
• Collaborate with a dynamic, multicultural team.
• Enjoy opportunities for professional development and growth.

If you are seeking a role that combines strategic thinking, client engagement, and operational excellence, we encourage you to apply!