Implementation Manager

RIVET Work•Detroit, MI

1d•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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