Implementation Manager

High-Touch Customer Success | Building the Future of Construction | Hybrid in Detroit

About RIVET

RIVET is how construction labor gets to work. RIVET's software platform transforms the way contractors manage, plan, schedule, and deploy crews in one unified platform. The RIVET team is passionate about leveraging technology to champion the skilled trades, accelerate digital transformation, and make construction an industry of choice for a new generation entering the workforce.

The Role

As an Implementation Manager at RIVET, you will own the critical post-sale experience that transforms new customers into successful, long-term users of our platform. You'll guide construction companies through the complete onboarding journey—from initial kickoff through training, adoption, and ultimately, the transition away from legacy workflows. Your days will be spent conducting customer training sessions, managing project timelines, troubleshooting roadblocks, and acting as a trusted advisor who understands both the technical capabilities of our platform and the real-world challenges of running a construction business. This role sits at the heart of our Customer Success team, reporting to the Manager, Customer Success, and collaborating closely with Account Management, Support, and Product & Engineering to ensure every customer gets the foundation they need to thrive.

We're scaling to meet growing demand, and we need someone who can handle the unique complexity of onboarding customers in a traditionally change-resistant industry. This isn't a cookie-cutter implementation process—you'll need to roll up your sleeves, navigate difficult conversations with customers who may be hesitant to adopt new technology, and still deliver an experience that sets them up for long-term success.

As you grow in this role, you'll have the opportunity to shape and refine our onboarding playbooks, mentor future team members, and potentially take on more strategic responsibilities as our customer base and team expand. If you're energized by the challenge of driving transformation in an industry that's been overlooked by tech innovation, this role will only become more impactful over time.

What You'll Do

• Lead end-to-end customer onboarding from kickoff through go-live, ensuring customers successfully transition from legacy solutions to the RIVET platform within defined timelines
  
• Conduct comprehensive training sessions for contractor users within the first 90 days, building habits that drive long-term platform adoption and business transformation
  
• Keep implementations on track through structured check-ins, proactive follow-ups, and strategic escalation when engagement stalls or timelines slip
  
• Serve as a product expert who translates platform capabilities into tangible business outcomes, staying current on new features and effectively communicating their value to customers
  
• Document all customer interactions, meeting notes, and implementation progress consistently in HubSpot to maintain visibility across the organization
  
• Collaborate with Account Management to ensure seamless handoffs post-implementation, providing customer health insights and identifying expansion opportunities or at-risk accounts
  
• Contribute to continuous process improvement by identifying bottlenecks, proposing solutions, and helping iterate on onboarding workflows and best practices that can scale across the team

What You'll Bring

• At least 3 years of experience in customer success, account management, implementation, or enterprise project management for B2B SaaS products
  
• Experience onboarding or managing larger accounts (mid-market or enterprise) with multiple stakeholders and complex organizational structures
  
• Demonstrated ability to present to and influence executive-level stakeholders with confidence and clarity
  
• Skilled at de-escalating tense customer situations and reviving stalled implementations
  
• Outstanding communication skills across phone, email, and video—able to tailor messaging for both technical users and business decision-makers
  
• Strong project management skills to juggle multiple concurrent implementations, track deliverables, and drive accountability to timelines
  
• Experience guiding customers through adoption of new tools or processes, especially in industries or accounts resistant to change
  
• Proven ability to diagnose customer needs, uncover blockers, and problem-solve collaboratively through active listening and consultative engagement
  
• Comfortable navigating customer disengagement, ghosting, or pushback with diplomacy, persistence, and creative problem-solving
  
• Technical aptitude and comfort quickly learning new software platforms to become a product subject matter expert
  
• Experience using a CRM (HubSpot preferred) to document customer interactions, track project status, and maintain data hygiene
  
• Self-motivated and resourceful, able to work autonomously, prioritize effectively, and seek out answers without constant direction
  
• Ability to travel up to 25% for onsite customer trainings, kickoffs, or strategic meetings

Even Better

• Bachelor's degree in business, technology, construction management, or a related field
  
• Hands-on construction experience (ideally in mechanical, electrical, plumbing (MEP), sheet metal, or similar trades) that brings instant credibility with customers who value someone who understands the day-to-day realities of the field
  
• Prior experience in the construction industry in any capacity such as field operations, project coordination, or estimating
  
• Background in training design, instructional design, or enablement—especially creating scalable onboarding content or train-the-trainer programs
  
• Experience working at a high-growth startup or early-stage company where processes are still being built and iteration is constant
  
• Familiarity with Agile or other project management methodologies
  
• Comfort with data analytics or interpreting customer performance metrics to identify trends, diagnose issues, or demonstrate ROI

Benefits to Help You Bring Your Best Self to Work

• Competitive compensation and equity packages
• Health, dental, and vision insurance
• 401(k) matching
• Employee stock option program
• Free on-site parking
• Vacation and paid holidays
• Free weekly lunches

RIVET believes in putting our people first and building a diverse team is at the front of everything that we do. We welcome people from different backgrounds, experiences, and perspectives. We are an equal opportunity employer and celebrate the diversity of our growing team.