Director of Customer Success

Mainspring Energy•Menlo Park, CA

18h•Hybrid

About The Position

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.

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 Haves

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

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