Mainspring Energy

Director of Customer Success

Mainspring Energy

full-time

Posted on:

Location Type: Hybrid

Location: Menlo Park • California • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $188,000 - $230,000 per year

Job Level

Lead

About the role

  • 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
Benefits
  • pre-IPO stock options
  • benefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementTechnical Program ManagementB2B Customer RelationshipsTechnical CommunicationOnboarding ProcessesAccount Management ProcessesCustomer Success Processes
Soft Skills
Relationship BuildingCustomer SatisfactionCross-Functional CollaborationCommunicationProblem SolvingIssue EscalationAttention to Detail
Certifications
Bachelor’s Degree in EngineeringBachelor’s Degree in Business