Director, Customer Success -Gas (Americas)
About The Position
The Director of Customer Success leads the team responsible for delivering successful customer outcomes across Picarro's network intelligence platform for gas distribution utilities in the Americas. This role requires a blend of strong customer success leadership and credible expertise within the technical, regulated gas utility environment. The Director will build and lead the Client Program Manager team, define the strategy and operating model for Customer Success, and serve as an executive partner to key customers. They will collaborate with Sales on renewals and growth, ensure high-quality program delivery, and partner with Product and Engineering to influence the product roadmap based on customer needs and operational insights. This is a significant opportunity to shape Customer Success operations for a major business unit, build a high-performing team, and drive measurable business impact.
Requirements
- 5+ years of hands-on experience within gas utility operations, pipeline integrity/safety, damage prevention, leak survey, or methane emissions management.
- Demonstrated working knowledge of PHMSA and state PUC regulatory frameworks, gained through direct program or compliance experience.
- Bachelor's degree in chemical, civil, mechanical, or another relevant engineering discipline, or equivalent practical experience.
- 8+ years of experience in roles carrying meaningful external stakeholder, customer, or regulatory-facing responsibility — customer success, account management, or subject-matter/program leadership within a utility, regulatory body, or industry organization — with at least 3 years in a formal team-leadership capacity.
- Strong analytical and problem-solving skills, with experience using data to evaluate program performance, identify trends, develop KPIs, and drive operational improvements.
- Excellent communication and executive stakeholder management skills, with experience building trusted relationships across customers and cross-functional teams.
- Willingness to travel throughout the Americas as needed to support customers and team members (10-20%).
Nice To Haves
- Hands-on experience specifically with Advanced Mobile Leak Detection (AMLD) or comparable environmental monitoring technologies.
- Experience with SaaS or technology-enabled managed services in regulated industries.
- Advanced degree in engineering, environmental science, business, or a related field.
- Experience representing an organization with customers, industry associations, conferences, or other external forums.
Responsibilities
- Build, lead, and develop a high-performing team, establishing clear expectations, priorities, and career development opportunities.
- Foster a culture of accountability, customer focus, operational excellence, and continuous improvement.
- Own customer health, retention, and program outcomes across the Americas gas portfolio, defining the strategy, operating model, and performance standards for how customer programs are delivered and scaled.
- Serve as an executive sponsor for key customer relationships, partnering with Client Program Managers, Account Executives, and company leaders to lead business reviews, resolve complex challenges, and strengthen strategic partnerships.
- Personally lead recovery efforts for at-risk or high-profile customer programs, working alongside the Client Program Manager through to successful resolution.
- Partner with Account Executives on account strategy, forecasting, renewals, and expansion opportunities, ensuring customers realize measurable value from Picarro's solutions.
- Represent Customer Success in planning with Sales, Product, Engineering, and Operations, ensuring customer feedback and operational insights shape product development and go-to-market strategy.
- Own team-wide KPIs and reporting, using data to identify trends, challenge assumptions, and develop new metrics as the business evolves.
- Continuously improve the effectiveness and scalability of the Customer Success organization through standardized processes, documentation, tools, automation, and operational best practices.
Benefits
- Medical, Dental, and Vision insurance
- Flexible Spending Account (FSA) and Health Savings Account (HSA) plans
- Life, Short-Term Disability, and Long-Term Disability Insurance
- Paid Time Off and Paid Holidays
- Employee Referral Program
- 401K
- Social events (summer picnic, holiday party, team lunches, etc.)
- On-site Health & Wellness programs (fitness challenges, outdoor bootcamp, flu-shots, etc.)
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What This Job Offers
Job Type
Full-time
Career Level
Director
