Customer Success Associate

We are looking for a 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 CXG:

Founded in 2006, CXG is a global customer experience company uniquely positioned at the intersection of data-driven retail performance, customer experience transformation, and operational execution across 200+ luxury brands worldwide.

The mission of our 270 collaborators is to help brands transform customer and employee experiences through tailored insights, strategy, and implementation.

We are passionate about delivering impact.

Your role

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

• 2 - 7 years of experience in project coordinator, client-facing roles, preferably in the luxury, retail, consulting, hospitality 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.
• Bachelor’s or Master’s degree in Business Administration, Marketing, Management, or a related field.

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!