Senior Professional Services Engineer

The role

You will own the full post-sales lifecycle for Abnormal customers in Japan, covering technical implementation and customer success. This dual-scope role involves leading technical deployments and managing ongoing customer relationships and outcomes.

What you will do

• Own the post-sales technical deployment of Abnormal products for Japanese customers.
• Manage a portfolio of concurrent implementation projects from handoff through go-live.
• Lead handoffs from pre-sales teams by capturing success criteria and tech stack details.
• Develop and execute project plans, managing scope, schedule, and quality.
• Deliver product training and enablement in Japanese.
• Consult on best practices, configuration, and solutions like mail routing and filtering.
• Act as the primary point of contact for customers to develop strategic relationships.
• Deliver business reviews and communicate ROI to customers.
• Drive awareness and usage of platform capabilities.
• Contribute to Japanese-language customer-facing materials and playbooks.

Required qualifications

• Native or fully fluent Japanese
• Professional written and verbal English
• Based in Japan, with the right to work in Japan
• 5+ years in a customer-facing role at an enterprise SaaS company
• Experience in post-sales implementation or professional services delivery and ongoing customer management
• Experience delivering enterprise-grade cybersecurity or security-adjacent SaaS implementations
• Experience with integration or migration of enterprise mail flow systems
• Ability to run projects end to end and mitigate project risk
• Ability to build and sustain long-term customer relationships at the executive level
• Well versed in email security fundamentals including SPF, DKIM, DMARC, SMTP, MX records, mail routing, and SEG solutions
• Strong grounding in networking fundamentals and SaaS integration patterns in Microsoft 365 and Google Workspace
• Proficiency with CRM and case management tooling such as Salesforce and Jira

Nice to have

• Experience as the first or founding post-sales hire in a new market, or experience standing up a regional practice
• Experience with Gainsight or comparable customer success platforms
• Log data analysis experience with a SIEM or similar tool
• API or integration experience; Python or Java familiarity
• Experience selling or delivering into Japanese enterprises through a channel or distribution partner model
• Additional APAC language capability

Before you apply

• Must have the right to work in Japan
• Successful candidates must successfully complete pre-employment checks to progress to a final offer

About the company

Abnormal AI is an equal opportunity employer. Japan is one of Abnormal AI's fastest-growing new markets.