VP, Customer Success

RIVET Work•Detroit, MI

6d•Hybrid

About The Position

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 Vice President, Customer Success at RIVET, you'll build and lead the function responsible for how our customers implement, adopt, and get lasting value from our platform. You'll report directly to our CEO, working closely with sales and product leadership, and bring your own point of view on how a modern customer success org should run rather than waiting to be told what to build. Account management, implementation, and support all roll up to you, and the customers you're serving are construction companies committing real budget and real people to adopting new technology, often for the first time. RIVET is one of the fastest-growing startups in Detroit, and our implementations involve genuine process change and data integration, not just training someone on new buttons. This role is based in Detroit or Kansas City, though we're open to considering remote for a candidate who is an exceptional match on the experience below. This role will evolve as we scale. You'll start close to the work, personally involved in accounts and implementations, while building the team, processes, and metrics that let customer success scale alongside us. As we grow, your focus will shift from running implementations yourself to building the organization that runs them without you.

Requirements

Bachelor's degree, or equivalent professional experience
Experience at a software company that scaled customer success from single-digit to double-digit millions in annual recurring revenue, growing from hundreds to thousands of customers
Direct, individual-contributor experience across account management, implementation, and customer support at some point in your career
Current director- or VP-level leadership of a customer success, implementation, or account management function — strong director-level leaders ready for a broader seat are encouraged to apply
Experience with products that require real process change and data integration to implement successfully
A track record of building and developing a team, holding the bar high enough that you've made tough performance calls when needed
A hands-on, frontline leadership style — as comfortable in the weeds with your team as you are setting strategy
Ability to travel as needed for onsite customer trainings, kickoffs, or strategic meetings

Nice To Haves

Construction industry experience, especially through an acquisition or exit
Experience selling into and supporting accounts spanning a wide range of contract sizes, from smaller customers up through large enterprise deals

Responsibilities

Build and lead a high-performing customer success function spanning account management, implementations, and support
Personally lead select implementations, setting the standard for driving faster adoption and time-to-value across the team
Own gross revenue retention, staying ahead of renewal conversations instead of reacting to them
Bring operational rigor and clear metrics to how we track account health across the customer lifecycle
Hire, coach, and develop a team of managers and individual contributors as the organization scales
Act as the voice of the customer internally, shaping how the broader team and product should evolve