Senior Customer Success Manager (Japan)

B2B SaaS | Customer Success & Product Insights | Japan

• Location: Japan
• Type: Full-time

Role Overview

Accessible rail travel depends on systems that work reliably in live environments.

Our Passenger Assistance platform turns passenger assistance requests into coordinated action inside live rail operations.

We are hiring a Senior Customer Success Manager to own delivery and ongoing success for a portfolio of Japanese railway operators. This is a customer-facing role with a strong product and analytical dimension: you will lead onboarding, adoption and day-to-day account success, while turning complex client feedback into clear workflow maps, pain points and evidence that Product can act on.

You will be a primary client contact for your accounts and a key bridge between railway operators and our internal teams in Japan and the UK. The role suits someone who is equally comfortable building trusted client relationships, coordinating operational delivery and getting to the root of how a client problem actually works.

Strategic Context

Transreport exists to remove structural barriers in rail travel. Our vision is that everyone has access to travel everywhere.

As a Series A technology company and recipient of a King’s Award, we operate across the UK, Japan and the EU, delivering award-winning accessibility and safety platforms that have supported over 10 million assistance requests for more than 1 million users.

In Japan, our clients operate complex, high-volume rail environments. Strong client delivery matters, but so does understanding what sits behind a request or complaint. This role helps us do both: deliver well for each operator and bring Product structured, evidence-based insight rather than unfiltered feedback.

What Success Looks Like

• Clients are well supported, informed and confident in delivery and ongoing operations.
• Onboarding, go-live and adoption are managed consistently across the assigned portfolio.
• Client issues are captured clearly, with impact and evidence understood before escalation or product handoff.
• Product receives well-structured problem breakdowns rather than raw or ambiguous client requests.
• Assigned accounts show healthy adoption and create credible opportunities for growth in usage and revenue.

What You’ll Be Responsible:

• Account ownership and delivery: Own end-to-end onboarding and go-live execution for assigned accounts, including timelines, UAT coordination, station readiness, go-live steps, training rollout, adoption, stakeholder communications, client-side readiness and Day-1 support.
• Client relationship management: Own the regular client cadence, status reporting and day-to-day relationship for your portfolio, acting as a primary point of contact.
• Incident communication and coordination: Lead client-facing incident intake, initial technical triage, impact clarification, evidence gathering, client-impact analysis, status communication, escalation coordination and closure communication. Help narrow down whether issues are likely related to product, configuration, data or integration before handoff. Deeper technical investigation and resolution are handled by Product, Engineering and Support.
• Adoption and client insight: Run adoption reviews and analyse client behaviour, workflows and pain points to understand where the product or operating model is creating friction.
• Client problem breakdown: Lead the first-level problem-breakdown approach from the Customer Success side. Turn messy feedback into structured workflow maps, pain-point analysis and supporting evidence before handing it to the Product Manager.
• Cross-client learning: Co-own the client-operations knowledge base, including client pain points, FAQs, adoption learnings and operator insights, and help strengthen shared delivery standards and tools.
• Expansion insight: Identify unmet needs and potential expansion opportunities emerging from client pain points, and make evidence-based recommendations to the relevant commercial stakeholders.

How You’ll Work with Product

A core part of this role is making client input more useful before it reaches Product. You will clarify the client workflow, define the problem, gather evidence and separate symptoms from root causes. This gives the Product Manager a strong starting point for synthesis and prioritisation.

Scope & Decision-Making

• Manage delivery sequencing, scheduling and day-to-day operational decisions for your assigned portfolio within agreed scope and priorities.
• Coordinate stakeholders and escalate risks early when delivery, adoption or client impact moves outside agreed parameters.
• Do not commit pricing, contractual terms, roadmap or delivery dates, custom-development scope, SLA changes or product-release timing without the appropriate internal approval.

What We’re Looking For

Must Haves

• Strong customer-success or enterprise account-management experience, with the ability to build trusted relationships with senior and operational stakeholders.
• Experience in enterprise SaaS or another complex B2B technology environment, with enough technical fluency to support initial issue triage, gather the right evidence and work effectively with Product and Engineering teams.
• Comfortable operating in a fast-paced, evolving environment with ambiguity and changing priorities, with high standards and a strong focus on impact and execution.
• Strong analytical skills, including workflow mapping, pain-point analysis and the ability to structure ambiguous or messy client feedback.
• Experience coordinating multi-stakeholder delivery, onboarding, go-live or operational change in a B2B environment.
• Confidence handling client-facing incidents, clarifying business impact and keeping stakeholders informed while technical teams investigate.
• Native-level Japanese and business-level English, with the ability to work effectively across Japan and UK-based teams.
• Clear written communication, strong follow-through and the judgement to know when to resolve, coordinate or escalate.
• Demonstrated ability to use AI tools effectively in day-to-day work, including for analysis, synthesis, communication and problem solving, while applying appropriate judgement and validation.

Nice to Haves

• Experience in rail, transport, accessibility or another operationally complex industry.
• Experience working closely with Product teams and contributing structured customer evidence to product discovery or intake.
• Familiarity with adoption analysis, service operations or customer-behaviour analysis.

Employee Benefits

• Social insurance, including health insurance, welfare pension insurance, long-term care insurance, unemployment insurance and workers’ accident compensation insurance.
• Flexible working
• Free flu jab
• 20 annual leave days excluding Japan Public Holidays per calendar year

Culture & Operating Principles

We value:

• Ownership over hierarchy
• Clarity over bureaucracy
• Impact over job titles

We operate with high autonomy and high accountability. People are expected to raise risks early, communicate clearly and take responsibility for outcomes.