Job OverviewMainspring Energy is scaling deployment of its Linear Generator-a new category of flexible, low-emissions onsite power designed to support a net-zero grid.
As deployments expand, we are seeking a
Director of Customer Success to own the customer experience following system commissioning (post-COD). This role sits at the intersection of
customer, product, and operations, ensuring that systems perform successfully in the field and that customers remain confident as we scale.
This is a
hands-on leadership role requiring close collaboration with Engineering, Product, Field Service, and Commercial teams.
Key ResponsibilitiesCustomer Ownership- Serve as the primary point of contact for customers post-deployment
- Build strong, trust-based relationships and drive customer satisfaction and retention
Cross-Functional Leadership- Coordinate across Engineering, Product, Operations, and Sales to align on customer priorities
- Ensure consistent and accurate communication internally and externally
Issue Management & Escalation- Serve as the primary customer liaison during issue identification, escalation, and resolution - ensuring customers are informed, heard, and supported throughout
- Translate technical findings and resolution timelines into clear, professional communication for customers
- Escalate issues internally with the appropriate urgency and context, connecting the right internal teams to drive resolution
- Maintain visibility into open issues and follow through to closure, ensuring no customer concern falls through the cracks
Performance Communication- Translate technical system performance into clear, professional customer communication
- Establish consistent reporting on account health, system performance, and key metrics
Function Development- Build and refine onboarding, account management, and customer success processes
- Directly manage key accounts while helping scale the function over time
Required skills and qualifications- 10+ years of experience in Customer Success, Account Management, Technical Program Management, or similar roles
- Experience managing complex, technical B2B customer relationships
- Proven ability to work cross-functionally with engineering, product, and operations teams
- Strong communication skills, with the ability to convey technical concepts clearly
- Bachelor's degree in Engineering, Business, or related field
Preferred skills and qualifications- Experience in power generation, distributed energy, industrial equipment, or infrastructure
- Strong analytical skills with the ability to interpret technical and operational data
- Experience in post-deployment or operational environments
$188,000 - $230,000 a year
This position is
Hybrid. The salary will be adjusted to reflect local market conditions based on employee location as well as the experience of the employee. Along with the base salary, Mainspring offers pre-IPO stock options + benefits.
Does your experience not meet all of our posted requirements? Studies have shown that some people are less likely to apply to positions unless they meet every listed requirement. At Mainspring, we are committed to building a diverse, inclusive, flexible, and collaborative environment, so if you want to help us transition the world to clean and affordable electricity, and don't meet all posted requirements for a particular role, we'd still love to hear from you. Mainspring can sometimes be flexible enough to shift responsibilities for the right person, or otherwise identify open or upcoming roles that may better fit your professional background.
