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 Yo