Implementation Manager

RIVET Work•Detroit, MI

7d•Hybrid

About The Position

As an Implementation Manager at RIVET, you'll 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 our 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 whiteboards, spreadsheets, and legacy tools they've always relied on. Your days look like leading training sessions with superintendents, project managers, and operations leaders, keeping implementations on schedule, clearing roadblocks, and being the trusted advisor who understands both how the software works and what it's actually like to run work in the field. You'll sit at the heart of our Customer Success team, reporting to the Manager, 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're scaling fast, and we need someone who knows that getting a construction company to change how it works is hard-won, not handed over. This isn't a cookie-cutter, check-the-box rollout. You'll roll up your sleeves, have the candid conversations that field people respect, win over crews who've watched tech promises come and go, and still deliver an onboarding that sets each customer up to succeed long-term. As you grow in this role, you'll 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 only become more impactful over time.

Requirements

Hands-on construction experience–ideally as a project manager, labor coordinator, superintendent, foreman, or in a 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'll 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

Nice To Haves

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

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