VP – Customer Success

RIVET Work

. Build and lead a high-performing customer success function spanning account management, implementations, and support .

Posted 9/28/2026full-timeUnited StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in building and leading customer success functions, with a focus on account management, implementation, and support. Proven ability to drive revenue retention and develop high-performing teams while establishing metrics for tracking account health.

Highest-signal resume keywords

Customer Success LeadershipAccount ManagementImplementation ExperienceTeam DevelopmentConstruction Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Gross Revenue RetentionOperational RigorMetrics TrackingData IntegrationProcess Change Management

Soft Skills

CoachingHands-On LeadershipCommunication

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Software CompanyCustomer LifecycleOnsite Customer TrainingsStrategic MeetingsEnterprise Deals

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Track record of building and developing a team, including making tough performance calls when needed
Hands-on, frontline leadership style
Ability to travel as needed for onsite customer trainings, kickoffs, or strategic meetings
Construction industry experience, especially through an acquisition or exit, is an advantage
Experience selling into and supporting accounts spanning a wide range of contract sizes, from smaller customers through large enterprise deals
Equivalent professional experience may substitute for a bachelor's degree

Benefits

Comp & perks

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