Director, Customer Success -Gas (Americas)

The role

The Director of Customer Success leads a team responsible for delivering customer outcomes across gas distribution utility programs in the Americas. This role involves building a high-performing team, defining strategy and operating models, and serving as an executive partner to large utility customers.

What you will do

• Build, lead, and develop a high-performing team
• Own customer health, retention, and program outcomes across the Americas gas portfolio
• Serve as an executive sponsor for key customer relationships
• Lead recovery efforts for at-risk or high-profile customer programs
• Partner with Account Executives on account strategy, forecasting, renewals, and expansion
• Advise cross-functional teams on regulatory developments affecting customers and product priorities
• Represent Picarro at industry conferences, customer forums, and professional associations
• Represent Customer Success in planning with Sales, Product, Engineering, and Operations
• Own team-wide KPIs and reporting
• Improve the effectiveness and scalability of the Customer Success organization

Required qualifications

• 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
• 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
• At least 3 years in a formal team-leadership capacity
• Strong analytical and problem-solving skills
• Excellent communication and executive stakeholder management skills
• Willingness to travel throughout the Americas as needed (10-20%)

Nice to have

• 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

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.)

About the company

Picarro is a leader in timely, trusted, and actionable data using enhanced optical spectroscopy. Their solutions are used in various applications including natural gas leak detection and greenhouse gas measurements.