Senior Professional Services Engineer

About the role

Abnormal AI is expanding rapidly in Japan and seeks its first dedicated post‑sales professional. You will own the full post‑sales lifecycle for Japanese customers, handling both technical implementation and ongoing customer success.

Key responsibilities

• Lead end‑to‑end technical deployments of Abnormal’s email security platform for Japanese clients, managing multiple projects from handoff to go‑live and hyper‑care.
• Conduct discovery, create delivery plans, and produce status reports in both Japanese and English.
• Deliver product training and enablement in Japanese to ensure customer self‑sufficiency.
• Act as primary contact for customers, driving adoption, business reviews, and renewal outcomes.
• Monitor customer health, manage escalations, and collaborate with Sales, Product, Engineering, and Support teams.
• Contribute to Japanese‑language customer materials, playbooks, and act as a market advocate for localization needs.

Required profile

• Native or fully fluent Japanese and professional proficiency in English.
• 5+ years in a customer‑facing role at an enterprise SaaS company, with experience in both implementation and ongoing account management.
• Proven ability to run end‑to‑end projects, prioritize tasks, and mitigate risks.
• Strong relationship‑building skills with executives and technical stakeholders.

Required skills

• Email security fundamentals: SPF, DKIM, DMARC, SMTP, MX records, mail routing, SEG solutions.
• Hands‑on experience with Microsoft 365 and Google Workspace integrations.
• Networking fundamentals and SaaS integration patterns.
• Proficiency with CRM and case‑management tools such as Salesforce and Jira.