[Hiring] Director, Customer Success -Gas (Americas) @Picarro

Role Description

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

• Build and lead a team of Client Program Managers responsible for the customer portfolio.
• Define the strategy, operating model, and performance standards for Customer Success across the Americas gas business.
• Serve as an executive partner to the largest utility customers, working alongside Sales on renewals and growth opportunities.
• Ensure programs are delivered consistently, effectively, and at the highest level of quality.
• Partner closely with Product and Engineering to shape the product roadmap based on customer needs and operational insights.
• Develop the people, processes, and metrics that enable Customer Success to scale.

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 with 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 (10-20%).

Requirements

• Hands-on experience 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.).