We are looking for a Customer Success Manager 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.