Director of Customer Success

Director of Customer Success

Menlo Park, CA

O&M/Commercial - O&M/Commercial /

Salary /

Hybrid

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About Mainspring

Mainspring Energy manufactures and delivers fuel-flexible, low-emissions local power solutions that rapidly add new capacity and deliver reliable, affordable, and sustainable electric power. The company began commercial shipments of its Mainspring Linear Generators in 2020 and today has hundreds of megawatts in advanced development and field operations for leading Fortune 500 companies, data centers, and utilities. Mainspring also partners with global energy leaders including AEP, NextEra Energy Resources, Schneider Electric, and more.

The core values that ground our work, guide our decisions, and connect us together:

• Pragmatic Optimism
• Excellence without Ego
• Proactive Collaboration

Job Overview

Mainspring 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 Responsibilities

Customer 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.

In more traditional words, Mainspring Energy, Inc is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

This compensation and benefits information is based on Mainspring Energy''s estimate as of the date of publication and may be modified in the future. We generally do not negotiate on salary once we have made an offer. The level of pay within the range will depend on a variety of job-related factors that may include location, relevant prior experience and/or education, or particular skills and expertise. New hires joining the company tend to be paid within the starting base pay range noted above, with opportunities to increase pay over time based on development of additional skills, competencies, and company-specific knowledge.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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