RIVET Work

Customer Success Manager

• 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 time-to-value
• Own gross revenue retention and stay ahead of renewal conversations
• Establish operational rigor and clear metrics for tracking account health across the customer lifecycle
• Hire, coach, and develop managers and individual contributors as the organization scales
• Act as the voice of the customer internally and shape broader team and product evolution
• Report directly to the CEO and work closely with sales and product leadership
• Initially remain personally involved in customer accounts and implementations, then build the organization, processes, and metrics needed to scale customer success

VP – Customer Success