About the Company
We are a growing technology company dedicated to removing barriers to accessible travel. Our B2B SaaS platform helps rail operators coordinate passenger assistance reliably within complex, live transportation environments. Serving customers across international markets, we combine practical operational expertise with thoughtful product development to improve experiences for passengers and transport teams alike.
Our culture values ownership over hierarchy, clarity over bureaucracy, and impact over job titles. Employees are trusted to work with autonomy, communicate openly, raise risks early, and take responsibility for outcomes. This is an opportunity to join a mission-driven organization where your work will directly support more inclusive travel and help shape how technology serves large-scale transportation networks.
What the Job Entails
As Senior Customer Success Manager, you will own delivery and ongoing success for a portfolio of Japanese railway operators. You will lead customer onboarding, go-live planning, training, adoption, regular account management, and day-to-day stakeholder communications.
You will serve as a primary client contact and coordinate closely with internal teams in Japan and the UK. When incidents or challenges arise, you will manage client-facing communication, clarify business impact, gather evidence, support initial triage, and coordinate escalation through resolution.
A key part of the role is translating complex customer feedback into structured workflow maps, pain-point analysis, and actionable evidence for Product. You will also identify adoption opportunities, maintain shared customer knowledge, contribute to operational improvements, and surface potential expansion opportunities. This role offers meaningful influence at the intersection of customer relationships, product insight, and accessible transportation.
Key Requirements
Strong experience in customer success or enterprise account management, with a track record of building trusted relationships with senior and operational stakeholders.
Experience in enterprise SaaS or another complex B2B technology environment, with sufficient technical fluency to support initial issue triage and collaborate effectively with Product, Engineering, and Support teams.
Experience coordinating multi-stakeholder onboarding, implementation, go-live, operational change, or service delivery.
Confidence managing client-facing incidents, clarifying business impact, gathering evidence, communicating status, and coordinating escalation.
Strong analytical skills, including workflow mapping, pain-point analysis, adoption analysis, and the ability to turn ambiguous feedback into clearly defined problems.
Excellent written and verbal communication, strong follow-through, and sound judgment about when to resolve, coordinate, or escalate.
Comfort working in a fast-paced, evolving environment with changing priorities and a high degree of autonomy.
Native-level Japanese and business-level English, with the ability to collaborate effectively across Japan- and UK-based teams.
Experience working with Product teams and contributing structured customer evidence to product discovery or intake.
Experience in rail, transportation, accessibility, service operations, or another operationally complex industry is a plus.