Senior Professional Services Engineer
First dedicated post-sales hire for Abnormal AI in Japan: owns the full post-sales lifecycle for Japanese customers — hands-on technical implementation of the email security platform (Microsoft 365/Google Workspace, mail flow, SPF/DKIM/DMARC) plus ongoing customer success. Split is roughly 60-70% implementation, 30-40% customer management; requires native Japanese and professional English.
- Compensation
- Not disclosed
- Location
- Remote - Japan
- Work setup
- Remote
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 5+ years
- Category
- Solutions engineering
- Posted
Skills
Must have
- 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 experience in post-sales implementation/professional services and customer success or technical account management
- Experience delivering enterprise-grade cybersecurity or security-adjacent SaaS implementations, including enterprise mail flow integration or migration projects
- Track record of running projects end to end with strong prioritization, cross-functional coordination, and proactive risk mitigation
- Proven ability to build and sustain long-term customer relationships, including at the executive level, and manage a portfolio of accounts
- Well versed in email security fundamentals: SPF, DKIM, DMARC, SMTP, MX records, mail routing, and commercial filtering/SEG solutions
- Strong grounding in networking fundamentals and SaaS integration patterns, with hands-on experience across Microsoft 365 and Google Workspace
- 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 have
- Experience as the first or founding post-sales hire in a new market, or 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
Full description
About the Role
Japan is one of Abnormal AI's fastest-growing new markets, and this is the first dedicated post-sales hire in the region. You will own the full post-sales lifecycle for every Abnormal customer in Japan - from technical implementation through adoption, value realization, and renewal - across all customer segments.
This is deliberately a dual-scope role, between Implementations (Professional Services) and Customer Success. You will personally lead the technical deployment of the Abnormal platform into 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.
This role is designed to grow. As the Japanese customer base scales, the expectation is that you help shape how Abnormal staffs and supports the region, including specializing this role and regional playbooks.
Who You Are
- Fully fluent in Japanese and professionally proficient in English - able to run a technical implementation and an executive business review in Japanese, and to represent the Japanese customer base credibly to global Product, Engineering, and Support teams in English.
- Comfortable in a hands-on technical deployment and in a strategic conversation with a CISO. You are energized by owning both, and you are not looking for a role that is purely one or the other.
- Comfortable being the first and, for now, only person doing this in a market.
- Action-oriented, analytical, and collaborative in your approach to implementation, customer success, and issue resolution.
- Skilled at building trust and maintaining relationships with stakeholders at all levels of an organization, including executives, with an understanding of how business relationships and decision-making work in Japanese enterprises.
- Technically credible on email security fundamentals, enterprise mail flow, and SaaS integration patterns. Able to earn the confidence of a customer's mail administrators and security team.
- Dedicated to delivering measurable customer value, with a strong prioritization instinct and the discipline to manage a mixed portfolio of live deployments and ongoing accounts at the same time.
- A roll-up-your-sleeves operator who uses AI and templating to make the repeatable work fast, so your judgment goes where it actually matters.
What You Will Do
The balance will shift toward implementation during periods of heavy new-logo activity and toward customer management as the installed base matures. Expectations is 60-70% implementation and 30-40% customer management to start.
Implementation and Deployment
- Own the post-sales technical deployment of Abnormal products for Japanese customers, managing a portfolio of concurrent implementation projects from post-sales handoff through go-live and hypercare.