Senior Director of Customer Success – Gas Utilities & Methane Emissions Management Across the Americas – Champion Strategic Growth, Operational Excellence, and Customer Advocacy at brighthush

About brighthush

brighthush is a trailblazing technology company that empowers gas utilities and environmental stakeholders to achieve safer, cleaner, and more efficient operations. With a portfolio of cutting‑edge gas analyzers and a cloud‑based network intelligence platform, brighthush delivers real‑time insights that help utilities detect leaks, manage methane emissions, and comply with evolving regulatory standards. Founded in 1997 and headquartered in Santa Clara, California, brighthush has grown to a vibrant team of 201‑500 professionals who share a common mission: to protect people, the planet, and the future of energy.

Why This Role Matters

As the Senior Director of Customer Success for our Gas Utilities division, you will be the strategic leader who ensures our customers not only achieve but exceed their operational goals. Your influence will shape how brighthush’s solutions are delivered, how we scale our programs, and how we maintain the highest levels of customer satisfaction across the Americas. This is a unique opportunity to blend deep industry expertise with visionary leadership, driving tangible impact for utilities, regulators, and communities alike.

Role Overview

In this remote, high‑impact position, you will:

• Build, mentor, and inspire a world‑class Customer Success team that champions customer outcomes and operational excellence.
• Define and execute a customer‑centric strategy that aligns with brighthush’s growth objectives and the evolving needs of gas utilities.
• Serve as the executive sponsor for key customer relationships, collaborating with Account Executives, Client Program Managers, and senior leaders to deliver business reviews, resolve complex challenges, and nurture strategic partnerships.
• Own the health, retention, and success metrics for our gas portfolio, establishing performance standards and scalable operating models.
• Lead recovery initiatives for at‑risk or high‑profile programs, driving resolution and restoring confidence.
• Partner with Sales and Product teams to translate customer feedback into product enhancements and go‑to‑market strategies.
• Represent brighthush at industry conferences, customer forums, and professional associations, strengthening our reputation as a trusted partner in methane emissions management.
• Continuously refine the Customer Success organization through process standardization, automation, and best‑practice adoption.

Key Responsibilities

Team Leadership & Development

• Recruit, coach, and retain top talent, fostering a culture of accountability, curiosity, and continuous improvement.

• Set clear expectations, priorities, and career development pathways for each team member.

• Champion diversity, equity, and inclusion, ensuring every voice is heard and valued.

Customer Health & Retention

• Own the end‑to‑end customer journey, from onboarding through renewal and expansion.

• Develop and monitor KPIs that measure customer satisfaction, usage, and value realization.

• Conduct quarterly business reviews with executive stakeholders, presenting insights and actionable recommendations.

Strategic Program Delivery

• Design and implement scalable operating models for customer programs across the Americas.

• Align program delivery with regulatory requirements (PHMSA, state PUCs) and industry best practices.

• Drive cross‑functional collaboration to ensure seamless integration of product, engineering, and operations.

Thought Leadership & Advocacy

• Represent brighthush at conferences, webinars, and industry panels, positioning the company as a thought leader.

• Build relationships with regulators, industry associations, and key stakeholders to influence policy and market trends.

Essential Qualifications

• Minimum 5 years of hands‑on experience in gas utility operations, pipeline integrity, or methane emissions management.
• Deep knowledge of PHMSA and state PUC regulatory frameworks, with a proven track record of navigating compliance challenges.
• Bachelor’s degree in chemical, civil, mechanical engineering, environmental science, or a related discipline (equivalent practical experience accepted).
• At least 8 years of experience in roles that involve external stakeholder engagement, customer success, or program leadership, with a minimum of 3 years in a formal team‑leadership capacity.
• Strong analytical mindset, adept at using data to evaluate performance, identify trends, and drive operational improvements.
• Exceptional communication and executive stakeholder management skills, capable of building trust across customers and internal teams.
• Hands‑on experience 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 is a plus.
• Track record of representing an organization in external forums, conferences, or industry associations.

Preferred Qualifications

• Experience leading a Customer Success organization in a high‑growth technology company.
• Proficiency in customer success platforms (e.g., brighthush, brighthush) and CRM systems (e.g., brighthush).
• Knowledge of data analytics tools (SQL, Python, Tableau) for KPI development.
• Background in project management methodologies (Agile, Six Sigma).

Skills & Competencies

• Strategic Vision & Execution
• Customer‑Centric Leadership
• Data‑Driven Decision Making
• Regulatory & Compliance Expertise
• Stakeholder Management & Influence
• Team Building & Coaching
• Process Optimization & Automation
• Industry Advocacy & Thought Leadership

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As Senior Director of Customer Success, you will:

• Advance to executive leadership roles such as Vice President of Customer Success or Chief Customer Officer.
• Participate in leadership development programs, mentorship, and cross‑functional projects.
• Attend industry conferences, workshops, and certification courses at no cost.
• Contribute to strategic initiatives that shape the future of gas utilities and environmental technology.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a relentless focus on customer impact. We offer:

• Fully remote work with flexible hours, enabling you to balance professional and personal commitments.
• A supportive, inclusive environment where diverse perspectives drive innovation.
• Regular virtual team events, hackathons, and wellness initiatives to keep the community connected.
• A commitment to continuous learning, with access to internal knowledge bases and external learning platforms.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior leadership in the technology sector.
• Performance‑based bonuses tied to customer success metrics and company growth.
• Equity options to share in brighthush’s long‑term success.
• Comprehensive medical, dental, and vision coverage.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
• Life, Short‑Term Disability, and Long‑Term Disability insurance.
• Paid Time Off, paid holidays, and a generous parental leave policy.
• 401(k) plan with company match.
• Employee referral program with attractive incentives.
• Wellness programs, including virtual fitness challenges and health webinars.
• Annual company‑wide retreats and regional meet‑ups (when safe and feasible).

How to Apply

If you are ready to lead a high‑impact Customer Success organization, drive measurable outcomes for gas utilities, and shape the future of methane emissions management, we want to hear from you. Submit your resume and a cover letter outlining your relevant experience and why you’re excited about this role at brighthush.

Join brighthush – Where Innovation Meets Impact

At brighthush, we are redefining how gas utilities operate in a world that demands safety, sustainability, and transparency. As Senior Director of Customer Success, you will be at the forefront of this transformation, ensuring our customers thrive while advancing our shared mission of a cleaner, safer energy future. If you are a visionary leader with a passion for customer success and a deep understanding of the gas utilities landscape, we invite you to apply and help us light the way forward.