Vice President, Customer Success

About the role

Rivet is seeking a Vice President of Customer Success to build and lead the function that drives implementation, adoption, and lasting value for construction companies using our platform. Reporting directly to the CEO, you will shape a modern customer success organization and work closely with sales and product teams.

Key responsibilities

• Build and lead a high‑performing customer success function covering account management, implementations, and support.
• Personally lead select implementations to set standards for faster adoption and time‑to‑value.
• Own gross revenue retention and proactively manage renewal conversations.
• Establish operational rigor and metrics to track account health across the customer lifecycle.
• Hire, coach, and develop managers and individual contributors as the team scales.
• Act as the voice of the customer internally, influencing product and broader team direction.

Required profile

• Bachelor’s degree or equivalent professional experience.
• Proven experience scaling customer success in a software company from hundreds to thousands of customers and from single‑digit to double‑digit million ARR.
• Hands‑on background in account management, implementation, and support.
• Current director‑ or VP‑level leadership of a customer success, implementation, or account management function.
• Track record of building and developing high‑performing teams, including making tough performance decisions.
• Willingness to travel for onsite trainings, kickoffs, or strategic meetings.

What we offer

• Competitive compensation and equity packages.
• Health, dental, and vision insurance.
• 401(k) matching and employee stock option program.
• Free on‑site parking and weekly free lunches.
• Vacation, paid holidays, and a supportive, diverse workplace culture.