Head of Customer Success

Parallel Systems, a company focused on modernizing freight transportation with autonomous, battery-electric rail vehicles. As the Head of Customer Success, you will own the full customer lifecycle after contract signature, including implementation, onboarding, training, adoption, and expansion. You will manage large enterprise customers, lead complex hardware and software deployments, and build trusted relationships with executives and operators. This is a senior, high-ownership role that requires experience with large enterprise accounts and the ability to operate comfortably with C-suite leaders and internal engineering teams.

Responsibilities

• Établir des relations de confiance avec les clients, en particulier avec les dirigeants et les parties prenantes techniques, et agir en tant que principal leader du succès client pour les comptes d'entreprise.
• Identifier et conduire les opportunités d'expansion, y compris l'ajout de véhicules, de nouveaux sites, une adoption plus large du réseau et une intégration opérationnelle plus profonde.
• Comfort working with technical products that include some combination of hardware, software, integrations, infrastructure, operations, logistics, or field deployment
• Ability to manage both strategic customer relationships and tactical deployment details
• Experience leading complex implementations that require cross-functional coordination, customer change management, and operational execution
• Strong communication skills, including executive updates, customer briefings, escalation management, and internal alignment
• Track record working with $5M to $10M+ enterprise deals, strategic accounts, or major implementation programs

Requirements

• Assurer la gestion complète du cycle de vie client après la signature du contrat, y compris la mise en œuvre, l'intégration, la formation, l'adoption et l'expansion.
• 8+ years of experience in customer success, implementation, account management, deployment, post-sale operations, or a related customer-facing function
• Ability to operate in an early-stage environment where playbooks need to be built while work is already in motion
• Strong commercial instincts with experience identifying and supporting upsell, expansion, renewal, or broader account growth opportunities
• Willingness to travel for customer meetings, deployment work, executive events, onsite implementation, and industry engagements as needed
• Experience managing large enterprise customers with complex buying committees and high-value commercial relationships
• Strong executive presence with the ability to engage credibly with C-suite leaders, VP-level operators, technical stakeholders, and field teams

Preferred

• Experience in transportation, logistics, rail, supply chain, industrial automation, autonomy, robotics, hard tech, or enterprise infrastructure
• Experience with products that require both hardware deployment and software implementation
• Experience working directly with operations teams, field teams, or customers in safety-critical or operationally complex environments
• Experience building a Customer Success, implementation, or post-sale account function from the ground up
• Experience owning or contributing to customer incentive plans, expansion targets, or account growth metrics
• Experience supporting expansion programs where customers grow from an initial deployment into broader commercial adoption
• Experience representing a company at customer events, executive forums, industry conferences, or strategic business reviews

USD 180,000 - 300,000