Director of Customer Success

Edison · Menlo ParkSalaryexecutive

OtherCustomer Success ManagerDirectorCustomer Success

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Company Overview Mainspring Energy is revolutionizing power generation with the world’s most flexible and adaptable local power generation technology, the Mainspring Linear Generator. Commercial,

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OtherCustomer Success ManagerDirectorCustomer Success

Mainspring Energy is revolutionizing power generation with the world’s most flexible and adaptable local power generation technology, the Mainspring Linear Generator. Commercial, industrial, and utility leaders are choosing Mainspring over traditional options like engines, turbines, and fuel cells to quickly and reliably deliver local power for EV charging, commercial facilities, data centers, and grid-scale operations.

The Mainspring Linear Generator is fuel flexible, ramps up and down to meet demand, and utilizes a flameless reaction with near-zero NOx emissions. Backed by top-tier investors including Khosla Ventures, Bill Gates, American Electric Power, Lightrock, and General Catalyst Mainspring designs, manufactures and delivers its products to customers across the U.S. today, and we’re quickly scaling for international expansion.

Inspired by our vision of the affordable, reliable, net-zero carbon grid, Mainspring is rapidly expanding within the $816B global electricity equipment market, and we’re hiring the best talent to meet growing customer demand around the globe. We welcome a broad range of backgrounds, experiences, and talents to bring fresh perspectives and ongoing innovation to our customers.

We are looking to build relationships with people who share our values:

Pragmatic Optimism. Building a new category of world-class power generation requires the optimism of ambition and creativity, balanced with practicality to solve problems efficiently. The challenges that arise are opportunities for growth.

Excellence without Ego. We bring expertise and commitment to creating the best customer experience, from sales to deployment and service, just as we apply deep technical rigor to building and delivering world-class products. We strive for excellence and behave as leaders with the humility to acknowledge our challenges, both collectively and as individual contributors.

Proactive Collaboration. The integration and cross-disciplinary nature of Mainspring’s business requires intentionally seeking out others who bring different skills, perspectives, and priorities. Our culture of inclusion and respect extends beyond our team to interactions with our partners and customers.

More information can be found at www.mainspringenergy.com

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.

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

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