Customer Implementation Manager (SaaS Delivery)

3E; United States; Remote; USD 115,000 - 170,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Open PTO

Parental Leave

401(k) Matching

Employee Assistance Program

Supplemental Benefits

Job summary

3E seeks a Manager, Customer Implementation to lead a US-based team delivering successful SaaS implementations across a portfolio of solutions. Reporting to the Senior Director of Customer Implementation, you will drive delivery excellence, coach a team of five to six, and ensure a high-quality implementation experience for customers.

You’ll guide strategic, multi-product implementations, navigate risks, and collaborate with cross-functional teams to maintain consistent delivery standards.

Qualifications

• 6+ years of experience in SaaS onboarding, implementation, or professional services, including leading complex, multi-product implementations.
• 2+ years of experience managing, coaching, and developing a delivery team.
• Strong project management fundamentals: scope, milestones, dependencies, risks, escalations.
• Experience working with enterprise customers and stakeholders at different levels.
• Ability to lead teams through changing priorities and evolving products/processes.
• Balance people leadership with hands-on involvement in customer and project work.
• Excellent written and verbal communication with customers and internal teams.
• Based in the US and eligible to work without sponsorship.

Responsibilities

• Lead, coach, and develop a team of onboarding and implementation professionals for enterprise SaaS deployments.
• Set clear expectations, monitor performance, and provide actionable feedback to meet standards.
• Oversee active implementations, identify risks, remove roadblocks, keep work moving toward outcomes.
• Manage project plans, milestones, scopes, dependencies, risks, and customer communications.
• Serve as project leader for strategic, complex, or multi-product implementations across teams and geographies.
• Support customer escalations and navigate scope, priorities, risks, and changing needs.
• Partner with Product, Customer Success, Commercial, Support, and Technical Ops to create a coordinated experience.
• Strengthen methodologies, processes, documentation, and delivery standards across regions.
• Help teams adapt as 3E introduces new products and capabilities.
• Support ERP integrations and data migration with proper resource engagement and coordination.
• Encourage AI and automation use to improve efficiency while ensuring human oversight.

Skills

SaaS onboarding

Delivery leadership

Project management

Enterprise customer experience

Change management

Communication

US work authorization

Job description

3E seeks a Manager, Customer Implementation to lead a US-based team delivering successful SaaS implementations across a portfolio of solutions. Reporting to the Senior Director of Customer Implementation, you will drive delivery excellence, coach a team of five to six, and ensure a high-quality implementation experience for customers.

You’ll guide strategic, multi-product implementations, navigate risks, and collaborate with cross-functional teams to maintain consistent delivery standards.