Customer Success & Operations Manager driving customer engagement and improving onboarding processes in construction tech company. Supporting clients in leveraging AI - driven project management software.
About the role
- Director of Customer Success at Mainspring Energy improving customer experience post-deployment. Collaborating with cross-functional teams to resolve issues and enhance system performance.
Responsibilities
- 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
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