Director of Customer Success

About the role

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.

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 — 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.
• 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.

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.

Benefits

Along with the base salary, Mainspring offers pre‑IPO stock options + benefits.

Pay

The salary will be adjusted to reflect local market conditions based on employee location as well as the experience of the employee.

Schedule

This position is Hybrid.