Customer Success Manager

Join CXG as a Customer Success Manager in Montreal and play a pivotal role in shaping the future of customer experience for the world's most prestigious luxury brands. You will take full ownership of client portfolios, leading complex projects with a high degree of autonomy and making a measurable impact through strategic analysis and partnership.

• Manage a portfolio of luxury clients with full accountability for delivery quality, timelines, and satisfaction levels.
• Lead the end-to-end project lifecycle, including scoping, planning, resource coordination, and final delivery.
• Structure and synchronize contributions from local and international internal teams to ensure seamless execution.
• Produce and present clear, structured, and data-driven analyses that offer actionable recommendations to clients.
• Identify organic growth opportunities within existing accounts and propose tailored solutions to meet evolving client needs.
• Maintain proactive and transparent communication with senior stakeholders to align expectations and business objectives.

• Proven experience in end-to-end project management and portfolio management.
• Strong analytical skills with the ability to translate complex data into strategic recommendations.
• Demonstrated success in managing senior-level stakeholder relationships.
• Full professional fluency in both English and French.
• Background in account management within a professional services or agency environment.

• Experience in management consulting or professional services.
• Deep expertise or a strong passion for the Luxury and Premium sectors.
• Prior experience in retail operations or strategy.

• Consistently high client satisfaction scores (NPS).
• On-time and high-quality delivery of all project milestones.
• Identification and conversion of account development opportunities.
• Effective cross-regional collaboration and team alignment.

We offer a comprehensive benefits package designed to support your health, well-being, and professional growth within a global organization.

CXG is a global leader in customer experience strategy, dedicated to driving transformative growth for over 200 luxury brands. With a team of 270 professionals across 12 offices on four continents, we combine global reach with local expertise to help our clients understand their customers and empower their teams.

We embrace a progressive hybrid work model. Currently, the role is remote-first, transitioning to a stable hybrid schedule of 3 days in the Montreal office and 2 days remote upon reopening. Our communication style is async-first to facilitate collaboration across time zones.

Our process typically includes an initial recruiter screen, followed by interviews with the local team and regional leadership.