Hey there 👋

Rivet is an AI marketing platform that increases D2C revenue for brand and creator teams by growing their communities and powering their direct-to-fan marketing and sales across all channels.

Role Overview:

As Rivet’s Customer Success Lead, you’ll play a crucial role in cultivating success across our existing customer relationships and expanding their impact. You’ll work closely with artist teams to ensure a smooth onboarding experience, deliver ongoing strategic support, and surface insights that drive deeper adoption and measurable results. By understanding each team’s unique goals, you’ll translate customer needs into actionable product feedback, build case studies that showcase success, and identify opportunities for expansion across rosters. This role blends relationship-building with strategic execution - helping our customers thrive while fueling Rivet’s overall growth.

Key Responsibilities:

• Deepen Buy-In
  • Build strong relationships with existing teams, ensuring they’re generating revenue and realizing full value from Rivet.
  • Proactively identify opportunities to increase adoption and impact across each customer’s roster.
  • Capture success stories and translate them into internal learnings and external case studies.
• Lead and Evolve Onboarding & Support
  • Guide new teams through onboarding to set them up for early success.
  • Provide hands-on, high-touch support in early stages, transitioning to scalable self-serve systems as teams mature.
  • Develop repeatable frameworks, templates, and documentation to streamline onboarding and ongoing support.
• Translate Customer Insights into Product Improvements
  • Serve as the bridge between customer feedback and product development.
  • Identify recurring themes, painpoints, and feature opportunities from customer conversations and market trends to drive measurable customer impact.
  • Collaborate with the product team to shape roadmap priorities and enhance the customer experience.
• Drive Expansion Across Rosters and Accounts
  • Map how information and decisions flow within artist teams, and identify opportunities to increase internal visibility and excitement around Rivet.
  • Spot and pursue opportunities for multi-artist or cross-team adoption within existing customers.
  • Partner with Sales Team to leverage customer success stories as credibility builders in new business conversations.
• Amplify Customer Advocacy and Referrals
  • Identify key moments in the customer journey to request testimonials or referrals.
  • Experiment with programs and incentives that turn successful customers into active advocates for Rivet.

Our Culture 🎤

We’re an ambitious and driven team and we’re searching for more like-minded individuals to join us. Operating like a world championship team, we’re dedicated to progressing with persistence, limitless vision, and confidence in ourselves and our platform. We value those who embrace uncertainty and take initiative and we’re committed to our team’s ongoing learning and growth.

Above all, we believe that everyone brings their own creativity, unique experiences, and ideas to our team, and we’re excited to harvest that magic to create an incredible experience for users.

To Apply:

Reach out to [email protected].