Lead Implementation Manager

In this role, you’ll not only manage customer projects but also mentor the Implementation team, strengthen processes, and improve how we deliver value to contractors. You’ll work with stakeholders across the business to streamline workflows, resolve implementation challenges, and share insights that shape our product roadmap. Candidates who have firsthand experience in the construction trades will bring unique credibility and empathy to the role, making them exceptionally well-suited to connect with RIVET’s core customers.

As a Lead Implementation Manager at RIVET, you will guide our customers through one of the most critical phases of their journey, bringing our platform to life in their day-to-day operations. You’ll oversee and refine the onboarding process, ensuring that contractors can quickly realize value from RIVET’s workforce management tools. Working closely with Customer Success, Sales, Product, and Engineering, you’ll be the bridge between customer expectations and a smooth, scalable implementation experience. You will report directly to the VP of Customer Success, serving as both a hands-on leader and a coach to Implementation Managers.

As RIVET continues to grow, this role will evolve into one that drives broader operational excellence. You’ll help scale our implementation methodology, build repeatable frameworks, and play a key role in developing the next generation of Implementation Managers.

• Foster strong customer relationships by positioning RIVET as a trusted partner in workforce management transformation
• Identify and resolve implementation risks or roadblocks, escalating effectively when needed
• Develop and refine playbooks, SOPs, and best practices to improve implementation consistency and scalability
• Track and report on project progress, adoption metrics, and team performance for internal stakeholders
• Serve as a customer advocate by sharing feedback with Product and Engineering to influence roadmap priorities
• Collaborate with Sales and Customer Success to ensure seamless handoffs and consistent customer experience
• Lead customer implementations from kickoff to go-live, ensuring smooth onboarding and measurable adoption outcomes
• Mentor, coach, and support Implementation Managers to elevate delivery standards across the team
• Translate customer needs into actionable plans, balancing project scope, timelines, and business objectives

This role is a hybrid position based out of our Detroit, MI office. You’ll typically travel 0-2 times per month to support key implementations and maintain strong customer relationships.

• Experience in construction, field services, or workforce management industries
• Prior experience building playbooks, frameworks, or process improvements in a growing SaaS organization
• Strong project management skills with a track record of delivering complex, multi-stakeholder projects on time
• Familiarity with ERP or HRIS integrations (e.g., Sage, Spectrum, Oracle, BambooHR)
• Background in change management or training delivery
• 5+ years of experience in SaaS implementation, project management, or customer success, preferably with enterprise customers
• Experience working cross-functionally with Sales, Product, and Engineering teams
• Ability to thrive in a fast-paced, scaling startup environment
• Bachelor’s degree in Business, Construction Management, Information Systems, or related field (or equivalent experience)
• Certification in project management (PMP, CSM, or equivalent)
• Ability to quickly learn complex software platforms and translate functionality into customer value
• Excellent communication and facilitation skills across technical and non-technical audiences
• Analytical and problem-solving abilities to anticipate risks and create effective solutions
• Proven leadership experience mentoring or managing team members in a customer-facing environment

Benefits to Help You Bring Your Best Self to Work

• Free weekly lunches
• Commuter (parking) benefits
• 401(k) matching
• Vacation and paid holidays
• Health, dental, and vision insurance
• Competitive compensation and equity packages
• Employee stock option program