Implementation Manager

About the Role

RIVET is seeking an Implementation Manager to bring construction experience to customers using the RIVET platform. The Implementation Manager will guide new customers through the full onboarding journey, from kickoff through training, adoption, and the switch away from legacy tools. The ideal candidate will have construction experience, be able to lead training sessions, keep implementations on schedule, and be a trusted advisor who understands both the software and the construction industry.

Responsibilities

• Lead end-to-end customer onboarding from kickoff through go-live, ensuring customers successfully transition 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

Requirements

• Hands-on construction experience, ideally as a project manager, labor coordinator, superintendent, foreman, or in a similar field or operations leadership role
• Direct MEP trade experience (mechanical, electrical, plumbing, or sheet metal) is required
• At least 3 years of experience in either customer success, account management, implementation, or enterprise project management for B2B SaaS products, or construction field and operations leadership
• Experience managing complex, multi-stakeholder relationships and strong project management instincts
• Comfort presenting to and influencing senior decision-makers 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
• Natural teacher ability, guiding people through adopting new tools and processes
• Proven ability to diagnose needs, uncover blockers, and problem-solve collaboratively through active listening and consultative engagement
• Technical aptitude and comfort quickly learning new software platforms to become a product subject matter expert
• 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

Qualifications

• Bachelor's degree in business, technology, construction management, or a related field (preferred)
• Background in training design, instructional design, or enablement, especially creating scalable onboarding content or train-the-trainer programs (preferred)
• Experience working at a high-growth startup or early-stage company where processes are still being built and iteration is constant (preferred)
• Familiarity with Agile or other project management methodologies (preferred)
• Comfort with data analytics or interpreting customer performance metrics to identify trends, diagnose issues, or demonstrate ROI (preferred)

Benefits

• 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