Hiring: Director, Customer Success -Gas (Americas) Company: Picarro Location: Santa Clara, CA Job Posted Time: 2026-09-10 14:47:02 Employment Type: Full-time / Remote Target Skills & Keywords : Program Management, SaaS, Stakeholder Management About the job Experience: •5+ years of hands-on experience within gas utility operations, pipeline integrity/safety, damage prevention, leak survey, or methane emissions management. •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. •At least 3 years in a formal team-leadership capacity. Required Skills: •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. •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. Qualifications: •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. •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. •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) •Strong analytical and problem-solving skills, with experience using data to evaluate program performance, identify trends, develop KPIs, and drive operational improvements. Compensation: •$170,000 - $190,000 / year •Flexible work environment (work from home / hybrid options) •Our total compensation package includes base salary, bonus eligibility, and equity Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!