Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Senior Customer Success Associate handling client accounts for luxury brands in a dynamic environment. Overseeing project lifecycles and collaborating internationally for high-quality solutions.
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
- 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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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