Senior Professional Services Engineer

• Own the full post-sales lifecycle for Abnormal customers in Japan, from technical implementation through adoption, value realization, and renewal
• Lead technical deployments for new Japanese customers and own ongoing account relationships, health, and outcomes
• Manage concurrent implementation projects from post-sales handoff through go-live and hypercare
• Capture success criteria, technology stack, security roadmap, timelines, key contacts, and project requirements
• Discover customer goals and build aligned delivery plans
• Develop and execute project plans while managing scope, schedule, quality, and status reporting in Japanese and English
• Deliver product training, portal walkthroughs, and enablement in Japanese
• Advise on configuration, best practices, mail routing, filtering, and SEG-related work
• Identify and mitigate implementation risks, remove roadblocks, and coordinate escalations
• Guide customers across Abnormal platform products on Microsoft 365 and Google Workspace
• Maintain project records and delivery-tool status
• Serve as primary customer contact, develop strategic relationships, and own adoption and success planning
• Deliver business reviews, communicate ROI, and align success metrics supporting retention and expansion
• Monitor customer health, manage escalations, and collaborate with CS, Product, Engineering, Support, and Sales
• Partner with Sales, Renewals, and leadership on regional retention and expansion
• Maintain product-roadmap expertise and communicate updates to Japanese customers
• Develop customer success plans addressing risk before satisfaction or renewal is affected
• Create Japanese-language customer materials, playbooks, and enablement content
• Advocate internally for Japanese market requirements and connect Japanese customers with global Product and Engineering
• Support the broader APAC customer base and help define regional staffing as Abnormal grows

• 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 in post-sales implementation or professional services delivery and ongoing customer management, success, or technical account management
• Experience delivering enterprise-grade cybersecurity or security-adjacent SaaS implementations, including integration or migration of enterprise mail flow systems
• Experience running projects end to end, coordinating across functions, meeting objectives, and mitigating project risk
• Ability to build and sustain long-term customer relationships, including at executive level, and manage a portfolio of accounts
• Knowledge of email security fundamentals, including SPF, DKIM, DMARC, SMTP, MX records, mail routing, and commercial filtering and SEG solutions
• Networking fundamentals and SaaS integration patterns
• Hands-on experience with Microsoft 365 and Google Workspace environments
• Strong problem-solving skills and experience resolving escalations
• Excellent communication, presentation, and organizational skills
• Proficiency with CRM and case management tools such as Salesforce and Jira
• Bachelor's degree in a technical discipline, or equivalent practical experience

• AI-assisted tools may be used to prepare for candidate interviews
• Pre-employment checks in line with prevailing legislation and Abnormal AI's security and privacy standards
• Equal opportunity employer