Director of Customer Success

About This Role

This hands-on leadership role involves owning the customer experience after a system's commissioning, ensuring successful field performance and customer confidence as the company scales. The Director works at the intersection of customer, product, and operations, collaborating closely with Engineering, Product, Field Service, and Commercial teams.

Responsibilities

• Serve as the primary point of contact for customers post-deployment
• Build strong, trust-based relationships and drive customer satisfaction and retention
• Coordinate across Engineering, Product, Operations, and Sales to align on customer priorities
• Ensure consistent and accurate communication internally and externally
• Serve as the primary customer liaison during issue identification, escalation, and resolution
• Ensure customers are informed, heard, and supported throughout issue resolution
• 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
• Translate technical system performance into clear, professional customer communication
• Establish consistent reporting on account health, system performance, and key metrics
• Build and refine onboarding, account management, and customer success processes
• Directly manage key accounts while helping scale the function over time

Requirements

• 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

Nice to have:

• 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

Benefits

• Pre-IPO stock options

Important Details

• Work format: Hybrid

About the Company

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. Mainspring's core values are Pragmatic Optimism, Excellence without Ego, and Proactive Collaboration.