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.

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.

• 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 Hub Spot 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

• 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
• Experi…