Overview
About Mainspring
Full job description
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.
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
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
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
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