Implementation Manager

High‑Touch Customer Success | Building the Future of Construction | Hybrid in Detroit Detroit, MI Full‑Time Customer Success Implementation Manager 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 bring your construction experience—everything you’ve learned running jobs, coordinating labor, and leading crews—to customers turning to RIVET to solve their labor needs, getting them up and running on the platform. You own the post‑sale experience, guiding new customers through the full onboarding journey from kickoff through training, adoption, and the switch away from the old legacy tools they rely on. Your days involve leading training sessions with superintendents, project managers, and operations leaders, keeping implementations on schedule, clearing roadblocks, and being the trusted advisor who understands how the software works and what it’s actually like to run work in the field. You sit at the heart of our Customer Success team, reporting to the Manager of Customer Success, and working shoulder‑to‑shoulder with Account Management, Support, and Product & Engineering so every customer gets a foundation they can build on. We are scaling fast and need someone who knows that changing how a construction company works is not handed over. This is not a cookie‑cutter rollout. You will roll up your sleeves, have candid conversations that field people respect, win over crews who have watched tech promises come and go, and still deliver an onboarding that sets each customer up to succeed long‑term. As you grow, you will help shape and refine our onboarding playbooks, mentor new team members, and take on more strategic work as our customer base and team expand. If you came up in the trades or construction operations and want to put that hard‑earned credibility to work transforming an industry that tech has overlooked for too long, this role will become even 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 Hands‑on construction experience—ideally as a project manager, labor coordinator, superintendent, foreman, or similar field or operations leadership role—that brings instant credibility with customers who value someone who has lived the day‑to‑day realities of running work in the field. Direct MEP trade experience (mechanical, electrical, plumbing, or sheet metal) is required as you will be working with contractors who expect you to speak their language. At least 3 years of experience in either (a) customer success, account management, implementation, or enterprise project management for B2B SaaS products or (b) construction field and operations leadership, such as managing crews, coordinating labor, running projects and schedules, or training field staff. We weigh real construction operations experience heavily and will support the right field leader in making the jump into software. Experience managing complex, multi‑stakeholder relationships—whether mid‑market or enterprise accounts, or large project teams with many moving parts and competing priorities. Strong project management instincts—whether from juggling concurrent implementations or running multiple jobs, schedules, and deliverables at once—with a track record of driving accountability to timelines. Comfort presenting to and influencing senior decision‑makers (owners, executives, operations leaders) with confidence and clarity. Skill in de‑escalating tense situations and getting stalled work back on track. Outstanding communication skills across phone, email, and video—able to tailor messaging for both technical users and business decision makers. Natural teacher ability, guiding people through adopting new tools and processes, especially in an industry that is resistant to change. Proven ability to diagnose needs, uncover blockers, and problem‑solve collaboratively through active listening and consultative engagement. Comfort navigating 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—no prior software‑vendor experience required. Willingness to learn and consistently use a CRM (HubSpot preferred) to document interactions, track project status, and maintain data hygiene. Self‑motivation and resourcefulness, with the ability 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. 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 forefront 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. #J-18808-Ljbffr