VP, Customer Success

RIVET Work; Overland Park (KS); Hybrid; USD 180,000 - 260,000; Full time

Benefits offered by this job

Competitive compensation and equity

Health, dental, and vision insurance

401(k) matching

Employee stock option program

Free on-site parking

Vacation and paid holidays

Free weekly lunches

Job summary

RIVET is seeking a Vice President, Customer Success to build and lead a function that drives adoption, value, and retention for our construction software platform. You will own accounts, implementations, and support, reporting to the CEO and partnering with sales and product leadership.

The role is based in Detroit or Kansas City with hybrid options and potential for remote collaboration for an exceptional candidate.

Qualifications

• Experience leading customer success at a software company with multi-million ARR
• Direct experience across account management, implementations, and customer support
• Current director- or VP-level leadership in customer success or related function
• Proven ability to drive data integration and process change in implementations
• Willingness to travel for onsite trainings, kickoffs, or strategic meetings

Responsibilities

• Build and lead a high-performing customer success function spanning account management, implementations, and support
• Personally lead select implementations, setting the standard for faster adoption and value
• Own gross revenue retention and manage renewal conversations
• Bring operational rigor and measurable health metrics across the lifecycle
• Hire, coach, and develop a scalable team of managers and ICs
• Advocate for the customer voice to influence product and strategy

Skills

Leadership

Account management

Implementation

Customer support

Strategic thinking

Education

Bachelor's degree, or equivalent professional experience

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 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.

What You'll Do

• 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

What You'll Bring

• 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

Even Better

• 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

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.