[Hiring] Senior Professional Services Engineer @Abnormal

Role Description

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.

Qualifications

• Fully fluent in Japanese and professionally proficient in English.
• Comfortable in a hands-on technical deployment and in a strategic conversation with a CISO.
• Action-oriented, analytical, and collaborative in your approach.
• Skilled at building trust and maintaining relationships with stakeholders at all levels.
• Technically credible on email security fundamentals, enterprise mail flow, and SaaS integration patterns.
• Dedicated to delivering measurable customer value.
• A roll-up-your-sleeves operator who uses AI and templating to make repeatable work fast.

Requirements

• Own the post-sales technical deployment of Abnormal products for Japanese customers.
• Lead an effective handoff from the pre-sales team.
• Run problem discovery to understand each customer's goals and success criteria.
• Develop and execute project plans, managing scope, schedule, and quality.
• Deliver product training, portal walkthroughs, and enablement in Japanese.
• Consult on best practices, configuration, and creative solutions.
• Identify and proactively mitigate implementation risk.
• Guide customers to full value across the Abnormal platform.
• Act as the primary point of contact for customers across every segment.
• Deliver business reviews at the cadence appropriate to each account's segment.
• Understand each customer's industry, goals, and challenges.
• Drive awareness and usage of key platform capabilities.
• Proactively monitor customer health and manage escalations.
• Partner with Sales, Renewals, and leadership on retention and expansion outcomes.
• Maintain expert knowledge of the product roadmap.
• Develop and execute customer success plans.
• Contribute to and maintain Japanese-language customer-facing materials.
• Serve as the internal advocate for Japanese market requirements.
• Act as a connective point between Japanese customers and global Product and Engineering.
• Flex to support the broader APAC customer base.

Must Haves

• 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.
• Demonstrated experience delivering enterprise-grade cybersecurity or security-adjacent SaaS implementations.
• Track record of running projects end to end with strong prioritization and time management.
• Proven ability to build and sustain long-term customer relationships.
• Well versed in email security fundamentals.
• Strong grounding in networking fundamentals and SaaS integration patterns.
• Strong problem-solving skills and experience resolving escalations.
• Excellent communication, presentation, and organizational skills.
• 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.
• 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.