Director, Customer Success -Gas (Americas)

Director, Customer Success – Gas (Americas) Job Title: Director, Customer Success – Gas (Americas) Department: Customer Success Reports to: Vice President, Customer Success and Analytics Location: Santa Clara, CA or Remote (US) The Opportunity Picarro's network intelligence platform gives gas distribution utilities visibility into their networks, enabling applications such as emissions quantification and risk-informed leak management. The Director of Customer Success leads the team responsible for delivering successful customer outcomes across these programs throughout the Americas. This role sits squarely at the intersection of two disciplines: running a high-performing Customer Success organization, and operating credibly inside a technical, regulated gas utility environment. You'll build and lead the team of Client Program Managers responsible for our customer portfolio while defining the strategy, operating model, and performance standards for Customer Success across the Americas gas business. You'll serve as an executive partner to our largest utility customers, working alongside Sales on renewals and growth opportunities while ensuring programs are delivered consistently, effectively, and at the highest level of quality. You'll partner closely with Product and Engineering to ensure customer needs and operational insights shape the product roadmap, while developing the people, processes, and metrics that enable Customer Success to scale. This is an opportunity to define how Customer Success operates across one of Picarro's largest businesses, build a high-performing team, and deliver measurable business impact. Roles and Responsibilities Team Leadership 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. Customer Success & Business Leadership 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. Industry & Regulatory Expertise Bring established, hands-on expertise in Advanced Mobile Leak Detection (AMLD), methane emissions management, pipeline safety, and utility operations from day one. Maintain deep working knowledge of the regulatory landscape across the Americas (e.g., PHMSA and state PUCs), advising cross-functional teams on how regulatory developments affect customers and product priorities. Represent Picarro at industry conferences, customer forums, and professional associations, strengthening the company's reputation as a trusted partner in methane emissions management and gas utility operations. Operational Excellence 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. Required Qualifications Industry & Technical Expertise (Required) 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. Team & Program Leadership (Required) 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%). Preferred Qualifications 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. The base salary range for this full-time position is $170K to $190K. Our total compensation package includes base salary, bonus eligibility, and equity. Your base salary range and title will be determined based on the location, experience, qualifications, skills, knowledge, level, and pay of employees in similar positions. We offer a comprehensive benefit package including: 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 Picarro: We are the world's leader in timely, trusted, and actionable data using enhanced optical spectroscopy. Our solutions are used in a wide variety of applications, including natural gas leak detection, ethylene oxide emissions monitoring, semiconductor fabrication, pharmaceutical, petrochemical, atmospheric science, air quality, greenhouse gas measurements, food safety, hydrology, ecology, and more. Our software and hardware are designed and manufactured in Santa Clara, California and are used in over 90 countries worldwide based on over 65 patents related to cavity ring-down spectroscopy (CRDS) technology and are unparalleled in their precision, ease of use, and reliability. At Picarro, we are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, gender identity, social orientation, or disability. Posted positions are not open to third-party recruiters/agencies, and unsolicited resume submissions will be considered free referrals. At Picarro, we strive to ensure that all individuals, regardless of their abilities, have equal opportunities. If you are an individual with a disability and require reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, please contact Picarro, Inc. at [email protected] for assistance.