Head of Customer Success

About the role

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. The Head of Customer Success will own the full customer lifecycle after contract signature, including implementation, onboarding, training, adoption, and expansion. This senior, high-ownership role is responsible for managing large enterprise customers, leading complex hardware and software deployments, and building trusted relationships with executives and operators. The hire will ensure customers successfully deploy, adopt, and expand with Parallel Systems as they make major operational decisions around first-of-a-kind technology. This role will require up to 50% travel to customer and deployment sites.

Key facts

What you'll do

Secure significant follow-on revenue opportunities from existing customers through strategic account management and value realization.

Own the full post-sale customer lifecycle, including implementation, onboarding, training, adoption, account health, and expansion initiatives.

Establish long-term executive relationships and serve as the primary trusted advisor to VP-level operations stakeholders and C-suite leaders.

Coordinate cross-functional collaboration with internal engineering teams to resolve complex technical and operational issues.

Lead the deployment of autonomous, battery-electric rail vehicles in live operational environments, ensuring milestones are met.

Develop and execute training programs for field teams and operators to ensure consistent and correct product adoption.

Monitor and communicate product adoption metrics and usage data to drive continuous improvement and feature validation.

Identify and mitigate operational risks while championing customer success across all touchpoints of the engagement.

Build scalable customer success processes and playbooks that can be replicated as Parallel Systems scales commercial deployments.

Partner with sales and product teams to provide feedback from the field that informs product roadmap and go-to-market strategies.

Maintain detailed documentation of customer interactions, configurations, and standard operating procedures for future reference.

Champion the customer perspective within the organization to ensure product and service offerings align with real-world operational needs.

Drive proactive outreach and strategic account planning to uncover new expansion and upsell opportunities.

Represent the company at industry events and customer forums to strengthen the Parallel Systems brand and thought leadership.

Ensure all customer interactions reflect the highest standards of professionalism, reliability, and operational excellence.

Requirements

Candidates must have a proven track record of supporting large enterprise accounts with multi-million dollar deal experience.

You must possess $5M to $10M+ deal sizes in prior roles demonstrating the capacity to manage substantial commercial engagements.

Experience operating comfortably with C-suite leaders, VP-level operations stakeholders, and field-based technical teams is essential.

You must bring executive presence, operational depth, and strong strategic thinking to complex customer challenges.

The ability to build a repeatable customer success function that can scale alongside commercial deployment growth is required.

You must have a history of successful implementation and adoption management for hardware and software-integrated solutions.

Candidates should demonstrate exceptional communication, negotiation, and influence skills across all organizational levels.

Relocation to Los Angeles, CA is required for this role, and candidates must be eligible to work in the United States without sponsorship.

Nice to have

Experience in the freight, logistics, or transportation industry is preferred.

Background in autonomous vehicle technology or robotics is a strong advantage.

Prior experience managing cross-functional deployments in manufacturing or heavy industry is desirable.

Understanding of battery-electric technology and energy systems is beneficial.

Experience building customer success functions from the ground up in high-growth startups is preferred.

Practical notes

This role requires up to 50% travel to customer and deployment sites.

Relocation to Los Angeles, CA is required.

Candidates must be eligible to work in the United States without sponsorship.