Head of Customer Success

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. Our innovative technology offers cleaner, safer, and more efficient logistics solutions. Join our dynamic team and help shape a smarter, greener future for global freight. Head of Customer Success Parallel Systems is building autonomous, battery-electric rail vehicles to modernize freight transportation. We are seeking a Head of Customer Success to own the full customer lifecycle after contract signature, including implementation, onboarding, training, adoption, and expansion. This is a senior, high-ownership role for someone who can manage large enterprise customers, lead complex hardware and software deployments, and build trusted relationships with executives and operators. Our customers are making major operational decisions around first-of-a-kind technology, and this person will be responsible for making sure those customers successfully deploy, adopt, and expand with Parallel. We are looking for someone who has supported large enterprise accounts, ideally with $5M to $10M+ deal sizes, and can operate comfortably with C-suite leaders, VP-level operations stakeholders, field teams, and internal engineering teams. The right person brings executive presence, operational depth, and the ability to build a repeatable customer success function as Parallel scales commercial deployments. This role is LA based and will require up to 50% travel to customer and deployment sites. Responsibilities: • Secure significant follow-on revenue opportunities from existing customers • 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. • Serve as the primary customer success leader for enterprise accounts, building trusted relationships with C-suite executives, VP Operations leaders, technical stakeholders, and field operators. • Translate signed commercial agreements into clear implementation plans, milestones, timelines, risks, responsibilities, and success criteria. • Partner closely with Sales, Product, Engineering, Operations, and Deployment teams to ensure customers are successfully launched and supported. • Drive customer readiness across training, operational procedures, integration requirements, change management, and post-launch support. • Identify and drive expansion opportunities, including additional vehicles, new sites, broader network adoption, and deeper operational integration. • Represent Parallel in executive meetings, customer business reviews, onsite visits, industry events, and strategic account conversations. • Build customer success playbooks, implementation processes, account health frameworks, escalation paths, and reporting rhythms. • Track customer adoption, risks, sentiment, operational readiness, and expansion potential across key accounts. • Act as the voice of the customer internally, ensuring customer needs, blockers, and feedback are clearly communicated to Product, Engineering, Operations, and leadership. • Help define the long-term Customer Success organization, including future hiring, team structure, metrics, and operating model. What Success Looks Like: • Within 30 days: you have ramped on Parallel’s product, customers, commercial commitments, deployment model, and internal workflows. You have built relationships with Sales, Product, Engineering, Operations, and leadership, and are beginning to map the customer lifecycle from contract signature through successful deployment. • Within 60 d