Senior Director, Customer Success – Gas Utilities & Emissions Management (Americas) – Lead Strategic Partnerships & Growth at brighthush

About brighthush

brighthush is a global leader in advanced optical spectroscopy solutions that empower utilities, regulators, and environmental stakeholders to measure, monitor, and manage methane emissions with unprecedented precision. Our cutting‑edge hardware and software are engineered in Santa Clara, California, and deployed in over 90 countries worldwide. With a portfolio that spans natural gas leak detection, emissions quantification, and risk‑informed leak management, brighthush is at the forefront of the clean‑energy transition, helping utilities reduce their carbon footprint while ensuring safety and regulatory compliance.

Our culture is built on curiosity, collaboration, and a relentless focus on customer success. We believe that the best solutions are co‑created with our clients, and that every team member has the opportunity to grow, innovate, and make a tangible impact on the planet.

The Opportunity

As the Senior Director of Customer Success for Gas Utilities & Emissions Management across the Americas, you will be the strategic leader who bridges the gap between technical excellence and customer advocacy. You will shape the future of how brighthush delivers value to utilities, regulators, and other stakeholders, ensuring that our solutions not only meet but exceed expectations in a highly regulated, data‑driven industry.

In this role, you will:

• Build and inspire a high‑performing team of Client Program Managers, setting a culture of accountability, continuous improvement, and customer obsession.
• Own the end‑to‑end customer journey, from onboarding through renewal, expansion, and advocacy, ensuring that every interaction reflects brighthush’s commitment to excellence.
• Partner with Sales, Product, Engineering, and Operations to translate customer insights into product enhancements and go‑to‑market strategies.
• Serve as the executive voice for brighthush in the gas utility community, representing the company at industry conferences, regulatory forums, and professional associations.
• Drive operational excellence by defining KPIs, standardizing processes, and leveraging data analytics to continuously improve program delivery and scalability.

Key Responsibilities

Team Leadership & Development

• Recruit, mentor, and retain top talent, creating clear career pathways and fostering a culture of high performance.
• Establish and communicate a shared vision, strategy, and operating model for Customer Success across the Americas.
• Implement robust performance management frameworks, including OKRs, quarterly reviews, and professional development plans.
• Champion a data‑driven mindset, encouraging the team to use analytics to identify trends, diagnose issues, and seize growth opportunities.

Customer Success & Business Leadership

• Own customer health scores, churn risk, and renewal pipelines, ensuring proactive engagement and timely resolution of challenges.
• Lead executive business reviews with key utility accounts, articulating value, addressing concerns, and identifying upsell or cross‑sell opportunities.
• Take ownership of at‑risk or high‑profile programs, collaborating with Client Program Managers to design and execute recovery plans that restore satisfaction and trust.
• Collaborate closely with Account Executives to forecast renewals, negotiate contracts, and expand brighthush’s footprint within existing accounts.

Industry & Regulatory Expertise

• Leverage deep knowledge of Advanced Mobile Leak Detection (AMLD), methane emissions management, pipeline safety, and utility operations to advise customers and internal stakeholders.
• Maintain up‑to‑date expertise on PHMSA, state Public Utility Commissions (PUCs), and other regulatory frameworks that impact gas utilities.
• Represent brighthush at industry conferences, customer forums, and professional associations, positioning the company as a trusted partner in emissions management.

Operational Excellence & Cross‑Functional Collaboration

• Partner with Product and Engineering to embed customer feedback into the product roadmap, ensuring that new features align with market needs.
• Define and track team‑wide KPIs, using data to challenge assumptions, uncover insights, and drive continuous improvement.
• Standardize processes, documentation, and tooling to scale Customer Success operations while maintaining high quality and compliance.
• Champion a culture of experimentation, encouraging the team to test new approaches and iterate based on results.

Essential Qualifications

Industry & Technical Expertise

• Minimum 5 years of hands‑on experience in gas utility operations, pipeline integrity, leak survey, or methane emissions management.
• Demonstrated knowledge of PHMSA and state PUC regulatory frameworks, with a track record of navigating compliance challenges.
• Bachelor’s degree in chemical, civil, mechanical, or related engineering discipline, or equivalent practical experience.

Team & Program Leadership

• At least 8 years of experience in roles that involve external stakeholder, customer, or regulatory engagement, with a minimum of 3 years in a formal leadership capacity.
• Strong analytical and problem‑solving skills, with proven ability to use data to evaluate program performance, identify trends, and drive operational improvements.
• Exceptional communication and executive stakeholder management skills, capable of building trust with customers, partners, and internal teams.
• Willingness to travel throughout the Americas (10‑20%) to support customers and team members.

Preferred Qualifications

• Hands‑on experience with Advanced Mobile Leak Detection (AMLD) or comparable environmental monitoring technologies.Apply for this job