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Senior Professional Services Engineer

Abnormal AI· CSM & Renewals
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RemoteFull-timePosted 4w ago

About the role

Senior post-sales role in Japan responsible for end-to-end post-sales lifecycle, including technical implementation, adoption, value realization, and renewal, with dual scope spanning Implementations (Professional Services) and Customer Success.

Responsibilities

  • Own the post-sales technical deployment of Abnormal products for Japanese customers, managing concurrent implementation projects from post-sales handoff through go-live and hypercare.
  • Lead handoff from the pre-sales team with POV success criteria, tech stack, security roadmap, timelines, compelling events, and key contacts before kickoff.
  • Run problem discovery to define customer goals and success criteria and build a delivery plan aligned to them.
  • Develop and execute project plans, manage scope, schedule, quality, and provide status reports in Japanese and English.
  • Deliver product training, portal walkthroughs, and enablement in Japanese to ensure go-live self-sufficiency.
  • Consult on best practices, configuration, and scalable solutions including mail routing, filtering, and SEG-related work.
  • Identify and mitigate implementation risk, remove roadblocks, and escalate as needed.
  • Guide customers to full value across Abnormal platform (Inbound Email Security, Account Takeover Protection, AI Security Mailbox, Email Productivity, AI Phishing Coach, Posture Management) on Microsoft 365 and Google Workspace.
  • Maintain accurate project records in delivery tooling.
  • Act as primary point of contact for customers across segments, own adoption and success planning.
  • Deliver business reviews and ROI-aligned success metrics to support retention and expansion.
  • Understand customer industry and goals to tailor recommendations and align stakeholders.
  • Drive awareness and usage of platform capabilities, provide ongoing education, and identify opportunities for expanded adoption.
  • Monitor health, manage escalations, and collaborate with CS, Product, Engineering, Support, and Sales to resolve issues.
  • Partner with Sales, Renewals, and leadership on regional retention and expansion outcomes.
  • Maintain expert knowledge of product roadmap and communicate updates to Japanese customers.
  • Develop and execute customer success plans addressing risk before impact to satisfaction or renewal.
  • Contribute to Japanese-language materials, playbooks, and enablement content; translate regional feedback to product/engineering; support broader APAC needs.

Qualifications

  • Native or fully fluent Japanese, and professional written and verbal English.
  • Based in Japan with right to work in Japan.
  • 5+ years in a customer-facing role at an enterprise SaaS company with post-sales implementation or professional services delivery and ongoing customer management.
  • Experience delivering enterprise-grade cybersecurity or security-adjacent SaaS implementations, including mail flow systems integration/migration.
  • Track record of end-to-end project delivery with strong prioritization and risk mitigation.
  • Proven ability to build and sustain long-term customer relationships, including executive level.
  • Strong grounding in email security fundamentals (SPF, DKIM, DMARC, SMTP, MX, mail routing, filtering, SEG).
  • Hands-on experience with Microsoft 365 and Google Workspace to support SEG replacement.
  • Strong problem-solving, escalation management, and relationship protection skills.
  • Excellent communication, presentation, and organizational skills; able to switch between strategic and technical discussions.
  • Proficiency with CRM and case management tools (Salesforce, Jira).
  • Bachelor’s degree in a technical discipline or equivalent practical experience.

Skills

Required:Post-sales implementation managementCustomer relationship managementEmail security fundamentals

Benefits

  • Not specified in the description
Last updated Sep 26, 2026. Interested? Apply on the company site.

About Abnormal AI

The Behavioral Security Platform for the AI era.

AI SecurityAbnormal Behavioral Security PlatformBehavioral SecurityEmail SecurityIdentity SecurityInsider ThreatPlatformenterprise-infrastructure
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