Head of Customer Success

Role Overview

Head of Customer Success will 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.

What You Will Do

Secure significant follow-on revenue opportunities from existing customers, lead complex customer implementations, and drive customer readiness across training, operational procedures, integration requirements, change management, and post-launch support.

Why It Might Be a Fit

The right person brings executive presence, operational depth, and the ability to build a repeatable customer success function as Parallel scales commercial deployments.

Requirements

• 8+ years of experience in customer success, implementation, account management, deployment, post-sale operations, or a related customer-facing function.
• Experience managing large enterprise customers with complex buying committees and high-value commercial relationships.
• Track record working with $5M to $10M+ enterprise deals, strategic accounts, or major implementation programs.
• Strong executive presence with the ability to engage credibly with C-suite leaders, VP-level operators, technical stakeholders, and field teams.
• Experience leading complex implementations that require cross-functional coordination, customer change management, and operational execution.
• Ability to manage both strategic customer relationships and tactical deployment details.
• Strong commercial instincts with experience identifying and supporting upsell, expansion, renewal, or broader account growth opportunities.
• Comfort working with technical products that include some combination of hardware, software, integrations, infrastructure, operations, logistics, or field deployment.
• Strong communication skills, including executive updates, customer briefings, escalation management, and internal alignment.
• Ability to operate in an early-stage environment where playbooks need to be built while work is already in motion.
• Willingness to travel for customer meetings, deployment work, executive events, onsite implementation, and industry engagements as needed.

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• 401(k) or retirement plan
• Paid time off
• Paid holidays
• Flexible work arrangements
• Professional development opportunities
• Incentive pay
• Bonus/commission