Ribbiot is seeking an experienced Head of Customer Success to join our team
Company Description
Ribbiot provides an integrated Operations Management Platform that unifies people, processes, and equipment, streamlining physical operations and enhancing visibility across the entire lifecycle. Our solution eliminates paper-based inefficiencies, digitizes workflows, and provides real-time insights to optimize efficiency and resource utilization.
Position Summary
Ribbiot is hiring its Founding Head of Customer Success, a hands-on leader who will design, build, and scale the customer success function from the ground up. This role combines execution with vision: you will run customer implementations, create onboarding and support frameworks, build documentation systems, and establish scalable processes that drive adoption, retention, and long-term customer growth.
You will be directly responsible for our earliest customer experiences and will shape the foundation for a team that grows alongside Ribbiot.
Working Conditions
- Remote, with travel to customer sites (construction yards, utilities, logistics hubs, crane services, and similar industrial environments).
- Occasional evenings/weekends as needed for customer support.
- Some travel across the United States, with the potential for extended periods away from home.
Implementation & Onboarding
- Lead implementation of Ribbiot’s platform, ensuring successful deployment of both hardware and software.
- Create and maintain robust onboarding playbooks, training programs, and documentation.
- Partner with customers to configure workflows, ensuring their unique operational needs are met.
- (Nice-to-have) Use technical skills, such as JSON configuration, to build custom digital forms and support advanced implementations.
Customer Success & Support
- Build and execute change management plans that drive adoption and long-term engagement.
- Design scalable support structures, from knowledge bases to ticketing systems, to ensure fast and effective responses.
- Establish proactive health checks, customer feedback loops, and success metrics.
- Partner with Product and Engineering to relay customer insights into product development.
Documentation & Knowledge Management
- Own the creation of a living documentation system for customers and internal teams.
- Standardize processes, FAQs, troubleshooting guides, and best practices.
- Capture learnings from each customer engagement to continuously improve Ribbiot’s playbooks.
Leadership & Growth
- Act as Ribbiot’s founding CS leader, setting the vision for how Customer Success scales.
- Build and mentor a team as the customer base grows.
- Serve as executive sponsor for strategic accounts and represent Ribbiot at industry events.
Skills and Qualifications
- Bachelor’s degree in Business, Engineering, or related field.
- 7+ years in Customer Success, Implementation, or related leadership roles.
- Proven track record in building CS functions, onboarding frameworks, and documentation systems.
- Experience leading customer implementations for both digital and physical solutions.
- Strong project management skills; ability to manage multiple rollouts at once.
- Excellent communicator, comfortable engaging with operators and executives alike.
- Willingness to travel to customer sites.
Preferred / Nice-to-Have
- Technical background or comfort with JSON, APIs, or workflow configuration.
- Experience with advanced tracking technologies (BLE, UWB, NFC).
- Prior work in industrial operations (construction, logistics, utilities, crane services).
- Previous startup or high-growth company experience.
- Demonstrated success in reducing churn, improving retention, and scaling CS teams.
Why Join Ribbiot?
- Shape the customer success function from the ground up at a fast-growing company.
- Lead both strategy and execution for customer onboarding, support, and growth.
- Collaborate with a mission-driven team grounded in military discipline and field-proven experience.
- Competitive salary, equity opportunities, and benefits.
- Be part of our mission to Remove the Fog of Operations and become the default platform for physical operations.
At Ribbiot, we believe that our strength lies in the diversity of our team. We encourage individuals of all backgrounds, experiences, and perspectives to apply and join us in shaping the future of technology. So, don't hesitate! Take a leap and apply today. Let's grow together and make a positive impact on the world.
