Senior Customer Success Manager



Customer Service, Sales & Business Development
Tokyo, Japan
Posted on Monday, February 5, 2024

Who we are

Tractable is an Artificial Intelligence company bringing the speed and insight of Applied AI to visual assessment. Trained on millions of data points, our AI-powered solutions connect everyone involved in insurance, repairs, and sales of homes and cars – helping people work faster and smarter, while reducing friction and waste.

Founded in 2014, Tractable is now the AI tool of choice for world-leading insurance and automotive companies. Our solutions unlock the potential of Applied AI to transform the whole recovery ecosystem, from assessing damage and accelerating claims and repairs to recycling parts. They help make response to recovery up to ten times faster – even after full-scale disasters like floods and hurricanes.

Tractable has a world-class culture, backed up by our team, making us a global employer of choice!

We're a diverse team, uniting individuals of over 40 different nationalities and from varied backgrounds, with machine learning researchers and motor engineers collaborating together on a daily basis. We empower each team member to have tangible impact and grow their own scope by intentionally building a culture centred around collaboration, transparency, autonomy and continuous learning.

What you will do

Become an expert at Tractable's technologies and the capabilities of machine learning and feed customer and market insights back to rest of the company, to help design the next generation of AI products for us to build. Deliver best practices for product design within different verticals and environments, based on specific client use cases, industry standards, and an understanding of emerging tools.

You will:

  • Reporting to the Head of Customer Success, APAC.
  • Accountable for customer success of P&C insurance customers in Japan.
  • Be a trusted advisor to drive product adoption and ensure they are using the solution to achieve full business value.
  • Re-engineer specific customers' business processes to enable their adoption of AI products.
  • Ensure satisfaction across the customer hierarchy, from C level to daily users of the product.
  • Drive overall customer success responsibility and act as an escalation point for service issues.
  • Acting as a champion for clients within the organisation.
  • Demonstrate one’s grit, tenacity, and responsiveness to the client and stay up-to-date on client detailed requests as well as strategic trends.
  • Owning the post-sale relationship of Tractable’s Enterprise clients which includes implementation, on-boarding, training, driving platform adoption, Quarterly Business Reviews, and renewals.
  • Actively identifying opportunities for cross-selling or increasing penetration, in coordination with the Business Development, Product & Research teams as needed.

What you need to be successful

  • Extensive experience as Customer Success/Relationship or Account Management role at enterprise tech businesses.
  • Native fluency in Japanese and professional proficiency in English.
  • Strong communication skills and internal and external stakeholder management.
  • Experience in a client facing role with P&C insurance and / or financial services is preferred.
  • Experience in SaaS is a plus.
  • Technical aptitude, understanding AI in a business context, desired.

What’s in it for you

Generous financial reward for your effort
  • Generous equity package
Time off and flexible working
  • Ability to work from abroad for up to 6 weeks/year
  • Competitive maternity + paternity leave
  • Flexible hours and hybrid working
  • Leave to support you when you need it, including sick pay, compassionate leave, or paid time-off to recharge after an intense work period
Support for your health and wellbeing
    • Mental health and career coaching through Sanctus


Diversity commitment

At Tractable, we are committed to building a diverse team and inclusive workplace where people’s varied backgrounds and experiences are valued and recognised.

We encourage applications from candidates of all backgrounds and offer equal opportunities without discrimination.