Customer Success Manager

Menlo Park, CA, United States

Driven by our vision of the affordable, reliable, net-zero carbon grid of the future, Mainspring has developed a new category of power generation — the linear generator — that delivers local, scalable, and fuel-flexible power to help accelerate the transition to the net-zero carbon grid.

The unique combination of attributes offered by Mainspring’s linear generator enables applications on both the commercial and utility sides of the meter for the $816B global electricity equipment market. We serve a wide range of Fortune 500 customers across markets and industries as well as top-tier utilities and other gridside providers.

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.

Mainspring is based in Menlo Park and has partnered with top-tier investors and utilities such as Khosla Ventures, Bill Gates, NextEra, and American Electric Power. More information can be found at www.mainspringenergy.com .

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.

Objectives

Be the main point of contact for customers following installation 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

Drive the development and implementation of strategies and tactics aimed at customer retention and satisfaction, identifying opportunities for growth and improvement

Responsibilities

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

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

Depending on how the needs of the organization evolve over time, potentially build out and manage a customer success team

Required skills and qualifications:

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

Demonstrated ability to manage and lead projects, including planning, execution, and monitoring phases

Proven track record of meeting or exceeding performance metrics and contributing to customer satisfaction and loyalty

Preferred skills and qualifications:

Experience with power generation technologies and the transition to a net-zero carbon grid

Proficiency in CRM software and project management tools

Strong analytical skills, with the ability to translate data into actionable insights

The Bay Area salary for this role is $130k-$150k base + pre-IPO stock options + benefits. This position is hybrid. The salary will be adjusted based on the experience of the employee.

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.

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