Director, Customer Success

Company Overview

Mainspring Energy is revolutionizing power generation with the world’s most flexible and adaptable onsite power generator, 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 technology with near-zero NOx emissions.

Backed by top-tier investors such as Khosla Ventures, Bill Gates, American Electric Power, and Lightrock, 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

Job Overview

At Mainspring Energy, we’ve experienced a strong period of growth as the direct result of both market pull and our own sales effectiveness. We’re searching for a highly qualified Customer Success professional to work closely with our leadership team to continue this trajectory. From Day 1, this person will have an immediate impact on ensuring that our customer deployments are successful and that our customers maintain a high level of satisfaction and retention.  The ideal candidate will have proven success in an account management role, with a special focus on creative problem-solving and interdepartmental collaboration.

• Drive the development and implementation of strategies and tactics aimed at customer retention and satisfaction, identifying opportunities for growth and improvement.
• Be the main point of contact for customers to drive high satisfaction and potential for follow-on business
• Act as the primary liaison between Mainspring and our customers, fostering strong, long-lasting relationships and proactively address customer needs
• Collaborate closely with cross-functional internal teams, including Sales, Engineering, Project Delivery, Product, Operations, Field Service, to ensure everyone is aligned on what’s most important to each customer and that we are communicating appropriately.

• Lead and expand the Customer Success team as business needs evolve. In the short term, identify and directly manage key accounts, sharing the load with one other team member.
• Develop the customer onboarding process, establishing contact early in the customer journey and maintaining consistency throughout.
• Develop a deep understanding of each customer’s needs and challenges, offering consultative support and solutions to ensure the successful application of Mainspring’s products and technology
• Regularly review and report on customer account health, identifying risks and opportunities, and developing strategies to address them (i.e., success plans). 
• Determine periodic customer meeting content, stakeholders, and cadence.
• Establish standard reporting formats for product performance, schedules, and work.
• Set support priority based on sentiment and strategic variables.
• Collaborate with internal teams to respond to customer issues and concerns as they arise, identifying and remediating root causes where possible to avoid recurrence of similar issues in the future
• Aggregate and funnel customer feedback to Product and other teams to improve our product and service offerings over time
• Partner with Sales to identify opportunities for account expansion and follow-on sales

• Bachelor's degree in Engineering, Business Administration, or related field; advanced degree preferred
• At least 10 years of relevant work experience in customer success, account management, project management, or technical sales, ideally within the power generation, EPC projects, or related industries
• Excellent communication, interpersonal, and customer service skills, with the ability to build and maintain relationships with key stakeholders internally and externally, with a unique ability to work effectively across departments to get results. 
• Proven track record of meeting or exceeding performance metrics and contributing to customer satisfaction and loyalty

• Experience with power generation technologies
• Proficiency in CRM software and project management tools
• Strong analytical skills, with the ability to translate data into actionable insights

Does your experience not meet all of our posted requirements? Studies have shown that some people are less likely to apply to positions unless they meet every listed requirement. At Mainspring, we are committed to building a diverse, inclusive, flexible, and collaborative environment, so if you want to help us transition the world to clean and affordable electricity, and don’t meet all posted requirements for a particular role, we’d still love to hear from you. Mainspring can sometimes be flexible enough to shift responsibilities for the right person, or otherwise identify open or upcoming roles that may better fit your professional background.

In more traditional words, Mainspring Energy, Inc is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

This compensation and benefits information is based on Mainspring Energy's estimate as of the date of publication and may be modified in the future. We generally do not negotiate on salary once we have made an offer. The level of pay within the range will depend on a variety of job-related factors that may include location, relevant prior experience and/or education, or particular skills and expertise. New hires joining the company tend to be paid within the starting base pay range noted above, with opportunities to increase pay over time based on development of additional skills, competencies, and company-specific knowledge.