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RIVET is a Detroit-based construction technology startup transforming how contractors manage, plan, schedule, and deploy crews through a unified software platform. The company is one of Detroit's fastest-growing startups and is focused on digital transformation in the skilled trades.
As VP of Customer Success, you will build and lead the entire customer success function, reporting directly to the CEO. This encompasses account management, implementation, and support teams. You will be responsible for ensuring customers successfully implement, adopt, and derive lasting value from the platform.
Key responsibilities include:
- Building and leading a high-performing customer success organization spanning account management, implementations, and support
- Personally leading select implementations to set the standard for adoption and time-to-value
- Owning gross revenue retention and staying ahead of renewal conversations
- Establishing operational rigor and clear metrics for tracking account health across the customer lifecycle
- Hiring, coaching, and developing managers and individual contributors as the organization scales
- Acting as the voice of the customer internally, shaping product and broader team evolution
- Traveling as needed for customer trainings, kickoffs, and strategic meetings
The role is hands-on and will evolve as the company scales. Initially, you will be personally involved in accounts and implementations while building the team, processes, and metrics needed for scaling. Over time, your focus will shift from executing implementations to building the organization that runs them independently.
RIVET's customers are construction companies committing significant budget and people to technology adoption, often for the first time. Implementations involve genuine process change and data integration, not just training.
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 ARR, 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 broader scope encouraged to apply)
- Experience with products requiring real process change and data integration to implement successfully
- Track record of building and developing teams, including making tough performance decisions when needed
- Hands-on, frontline leadership style—comfortable in the weeds with your team and setting strategy
- Ability to travel as needed
PREFERRED:
- Construction industry experience, especially through acquisition or exit
- Experience selling into and supporting accounts spanning a wide range of contract sizes, from smaller customers through large enterprise deals
