Head of Customer Success

Responsibilities

• Own the full post-sale customer lifecycle, including implementation, onboarding, training, adoption, account health, and expansion
• Lead complex customer implementations involving hardware, software, operational workflows, field teams, and customer infrastructure
• Secure significant follow-on revenue opportunities from existing customers
• Serve as the primary customer success leader for enterprise accounts, building trusted relationships with C-suite executives and VP Operations leaders
• Translate signed commercial agreements into clear implementation plans, milestones, and success criteria
• Partner with Sales, Product, Engineering, Operations, and Deployment teams to ensure successful launches
• Build customer success playbooks, implementation processes, and account health frameworks
• Act as the voice of the customer internally to communicate needs and feedback to leadership

Requirements

• 8+ years of experience in customer success, implementation, account management, or post-sale operations
• Experience managing large enterprise customers with high-value commercial relationships
• Track record working with $5M to $10M+ enterprise deals or major implementation programs
• Strong executive presence to engage with C-suite leaders and technical stakeholders
• Experience leading complex implementations requiring cross-functional coordination and change management
• Ability to manage both strategic relationships and tactical deployment details
• Comfort working with technical products involving hardware, software, and logistics
• Willingness to travel up to 50% to customer and deployment sites

Preferred Qualifications

• Experience in transportation, logistics, rail, supply chain, industrial automation, or robotics
• Experience with products requiring both hardware deployment and software implementation
• Experience working in safety-critical or operationally complex environments
• Experience building a Customer Success or implementation function from the ground up
• Experience supporting expansion programs and driving broader commercial adoption

About the Company

Parallel Systems is pioneering autonomous battery-electric rail vehicles designed to transform freight transportation by shifting portions of the $900 billion U.S. trucking industry onto rail.