Director, Customer Success - Gas (Americas)

The Director of Customer Success leads the team responsible for delivering successful customer outcomes across gas distribution utilities throughout the Americas. This role sits at the intersection of two disciplines: running a high-performing Customer Success organization and operating credibly inside a technical, regulated gas utility environment.

What You Will Do

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.

Why It Might Be a Fit

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.

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.

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.)