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)

Picarros 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. Youll 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. Youll 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.

Youll 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 Picarros largest businesses build a high-performing team and deliver measurable business impact.

• 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 Picarros solutions.

• 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 companys reputation as a trusted partner in methane emissions management and gas utility operations.

• 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.

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.
• Bachelors 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%).

• 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 worlds 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. atfor assistance.