Director, Customer Success – Gas

This is a fully remote position, open to applicants in California.

📋 Description

• Develop, lead, and manage a high-performing Customer Success team.

• Set expectations, priorities, career advancement opportunities, and foster a culture of accountability and continuous improvement.

• Oversee customer health, retention, and program outcomes throughout the Americas gas portfolio.

• Establish the Customer Success strategy, operational model, and performance benchmarks.

• Act as the executive sponsor for key customer relationships and facilitate business reviews.

• Address complex customer issues and take the lead on recovery efforts for at-risk or high-profile programs.

• Collaborate with Account Executives on account strategies, forecasting, renewals, and growth opportunities.

• Provide guidance to cross-functional teams regarding PHMSA and state PUC regulatory changes.

• Represent Picarro at industry conferences, customer forums, and professional associations.

• Advocate for Customer Success in collaborative planning with Sales, Product, Engineering, and Operations teams.

• Manage team-wide KPIs and reporting while creating new metrics as the business evolves.

• Enhance organizational scalability through standardized processes, documentation, tools, automation, and operational best practices.

⛳️ Requirements

• Over 5 years of hands-on experience in gas utility operations, pipeline integrity/safety, damage prevention, leak surveys, or methane emissions management.

• Familiarity with 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.

• More than 8 years of experience in roles involving external stakeholders, customers, or regulatory interactions.

• At least 3 years of formal team leadership experience.

• Strong analytical and problem-solving abilities, including data-driven program evaluation, trend analysis, KPI development, and operational enhancements.

• Exceptional communication and executive stakeholder management skills.

• Willingness to travel across the Americas as required, approximately 10–20% of the time.

• Preferred: hands-on experience with AMLD or similar environmental monitoring technologies.

• Preferred: experience with SaaS or technology-enabled managed services in regulated industries.

• Preferred: advanced degree in engineering, environmental science, business, or a related field.

• Preferred: experience representing an organization in interactions with customers, industry associations, conferences, or other external settings.

🏝️ Benefits

• Eligibility for bonuses.

• Equity opportunities.

• Medical, Dental, and Vision insurance coverage.

• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.

• Life, Short-Term Disability, and Long-Term Disability Insurance.

• Paid Time Off and Paid Holidays.

• Employee Referral Program.

• 401K retirement plan.

• Social events including a summer picnic, holiday party, team lunches, and more.

• On-site Health & Wellness programs such as fitness challenges, outdoor boot camps, flu shots, and others.