Director of Project Success

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 Project Success to own the customer experience from post-contracting, through development, and project operation (post-COD). This role sits at the intersection of customer, product, and operations, ensuring that projects 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.

Key Responsibilities

• Customer Ownership

• Serve as the primary point of contact for customers post-contracting through project development and operation
• Build strong, trust-based relationships and drive customer satisfaction and retention

Cross-Functional Leadership

• Coordinate across Engineering, Product, Operations, Policy, and Sales to align on customer priorities and ensure project success
• 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

Required skills and qualifications

• 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

Preferred skills and qualifications

• 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