Implementation Manager

RIVET Work; Detroit (MI); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Equity package

Health, dental, and vision insurance

401(k) matching

Employee stock options

On-site parking

Vacation and paid holidays

Free weekly lunches

Job summary

RIVET in Detroit invites an Implementation Manager to guide construction customers from kickoff through training and adoption on the RIVET platform. You’ll bring hands-on field experience and speak the language of superintendents, project managers, and operations leaders.

You will lead onboarding, coordinate with Account Management and Product teams, helping customers realize measurable outcomes by turning manual processes into a unified digital workflow.

Qualifications

• Hands-on construction operations experience with credibility with field teams.
• Direct MEP trade experience is required to speak the language of contractors.
• 3+ years in customer success, implementation, or enterprise project management for B2B SaaS, or construction leadership.
• Experience managing multi-stakeholder relationships in mid-market or enterprise contexts.
• Strong project management instincts and timeline accountability.
• Comfort presenting to senior decision-makers with clarity.
• Excellent communication across phone, email, and video.
• Willingness to learn and use HubSpot to document interactions.

Responsibilities

• Lead end-to-end onboarding from kickoff through go-live within defined timelines.
• Conduct training sessions for contractor users in the first 90 days.
• Keep implementations on track with structured check-ins and escalations.
• Translate platform capabilities into tangible business outcomes for customers.
• Document all interactions in HubSpot to maintain visibility.
• Collaborate with Account Management for seamless post-implementation handoffs.
• Contribute to onboarding workflow improvements for scalability.

Skills

Construction experience

MEP trade experience

Project management

Stakeholder management

Communication skills

Training/enablement

CRM HubSpot

Travel flexibility

Problem-solving

Education

Bachelor's degree in business or related field

Tools

HubSpot CRM

Training platforms / LMS

Job description

High-Touch Customer Success | Building the Future of Construction | Hybrid in Detroit

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'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.

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 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

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 front 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.