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)

The Opportunity

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.

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. 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 while ensuring programs are delivered consistently, effectively, and at the highest level of quality.

You'll 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 Picarro's largest businesses, build a high-performing team, and deliver measurable business impact.

Roles and Responsibilities

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.