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Abnormal AI is seeking a Senior Professional Services Engineer to establish and own the post-sales function for the Japanese market. This is the company's first dedicated post-sales hire in Japan and a deliberately dual-scope role spanning technical implementation and customer success.
You will own the complete post-sales lifecycle for every Abnormal customer in Japan—from technical deployment through adoption, value realization, and renewal—across all customer segments. You will personally lead technical implementations of the Abnormal platform (email security, account takeover protection, AI security mailbox, email productivity, AI phishing coach, and posture management) for new Japanese customers, and you will personally own the ongoing relationship, health, and outcomes of those same accounts, with support from Sales, Technical Support, and R&D.
Initially, the role is expected to be 60–70% implementation and 30–40% customer management, with the balance shifting toward customer management as the installed base matures.
Key responsibilities include: managing a portfolio of concurrent implementation projects from post-sales handoff through go-live and hypercare; running problem discovery and building delivery plans aligned to customer success criteria; developing and executing project plans with clear status reporting in Japanese and English; delivering product training and enablement so customer teams are self-sufficient at go-live; consulting on best practices and creative solutions for mail routing, filtering, and SEG-related work; acting as the primary point of contact for customers, developing strategic relationships and owning adoption and success planning; delivering business reviews communicating ROI and aligning on success metrics; proactively monitoring customer health and managing escalations; partnering with Sales and leadership on retention and expansion; and serving as the internal advocate for Japanese market requirements, translating regional feedback into prioritized input for global Product and Engineering teams.
As the Japanese customer base scales, you will help shape how Abnormal staffs and supports the region, including specializing this role and developing regional playbooks. You will also flex to support the broader APAC customer base where useful.
REQUIREMENTS:
- Native or fully fluent Japanese, and 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, with meaningful experience on both sides of post-sales implementation/professional services delivery and ongoing customer management, success, or technical account management
- Demonstrated experience delivering enterprise-grade cybersecurity or security-adjacent SaaS implementations, including projects involving integration or migration of enterprise mail flow systems
- Track record of running projects end-to-end with strong prioritization and time management, coordinating across functions to hit objectives, and proactively identifying and mitigating project risk
- Proven ability to build and sustain long-term customer relationships, including at the executive level, and to manage a portfolio of accounts
- Well versed in email security fundamentals (SPF, DKIM, DMARC, SMTP, MX records, mail routing, commercial filtering, and SEG solutions)
- Strong grounding in networking fundamentals and SaaS integration patterns, with hands-on experience across Microsoft 365 and Google Workspace environments
- Strong problem-solving skills and experience resolving escalations while protecting the customer relationship
- Excellent communication, presentation, and organizational skills, able to move between strategic and technical conversations
- Proficiency with CRM and case management tooling such as Salesforce and Jira
- Bachelor's degree in a technical discipline, or equivalent practical experience
NICE TO HAVES:
- 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
