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 Senior Customer Success Associate , 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!