Senior Customer Success Associate - Japan

As a Senior Customer Success Associate, you will serve as the primary strategic partner for a portfolio of premium and luxury clients in Japan. Your mission is to drive transformative growth by delivering expert guidance on customer and employee experience topics, managing the full project lifecycle from proposal to executive delivery.

• Serve as a strategic advisor to leading luxury and premium brands on customer (CX) and employee experience (EX) topics.
• Manage a diverse portfolio of client accounts, ensuring the highest standards of service and long-term satisfaction.
• Oversee the full project lifecycle, including proposal development, strategic planning, execution, and follow-up.
• Present data-driven insights and strategic recommendations to executive-level stakeholders in a structured, consultative manner.
• Collaborate with local and international internal teams to design tailored methodologies and innovative CX solutions.
• Act as an independent decision-maker on project execution while coordinating cross-functional resources effectively.

• 5+ years of experience in client-facing roles within luxury, retail, consulting, or premium service sectors.
• Native-level proficiency in Japanese and fluency in English (both verbal and written).
• Strong understanding of customer experience (CX) dynamics and luxury brand storytelling.
• Proven ability to operate with high autonomy as a strategic advisor.
• Analytical mindset with the ability to translate complex data into strategic business recommendations.
• Experience delivering consultative presentations to executive-level stakeholders.

• Specialized background in the luxury industry rather than general retail.
• Prior experience advising clients specifically on employee experience (EX) strategies.
• Experience designing methodologies and solutions in collaboration with diverse, international teams.

• High client satisfaction and retention scores within the assigned portfolio.
• Successful delivery of end-to-end projects within agreed timelines and quality standards.
• Effective translation of insights into measurable business impact for luxury partners.

To be discussed with the recruiter

Our mission is to drive transformative growth for luxury brands globally through innovative customer experience strategies. By understanding the unique needs of customers and empowering teams, we enhance the overall brand ecosystem. We live by our values: People, Partnership, Impact, and Simplicity.

Our working style is hybrid and async-first, promoting a balance of deep focused work and collaborative sessions. We value structured, consultative engagement and high levels of individual ownership.

Our process typically includes an initial recruiter screening, followed by interviews with the Deputy Vice President of Japan and members of the global CXG team.