Manager, Customer Implementation

3E; Canton (OH); Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Life insurance and disability coverage

Open PTO and parental leave

401(k) plan with company matching

Employee assistance program

Voluntary supplemental benefits

Job summary

3E is seeking a Manager for Customer Implementation to lead a US-based team delivering enterprise SaaS implementations across a growing portfolio. You will coach five to six onboarding professionals, align delivery with product and success teams, and drive a consistent, high-quality customer experience.

This remote role in the Eastern Time Zone emphasizes strong leadership, project governance, and the ability to navigate changing customer needs, risks, and multi-product deployments.

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 with scope, milestones, dependencies, risks, and multiple priorities.
• Experience working with enterprise customers and stakeholders at different levels of an organization.
• Ability to lead teams through changing priorities and evolving products, processes, and customer needs.

Responsibilities

• Lead, coach, and develop a team of onboarding and implementation professionals responsible for enterprise SaaS deployments.
• Set clear expectations, monitor performance, provide actionable feedback, and help team members meet customer and delivery standards.
• Oversee a portfolio of active implementations, identify risks, remove roadblocks, and ensure successful outcomes.
• Manage project plans, milestones, scope, dependencies, risks, and customer communication with discipline.
• Coordinate across regions and teams for strategic, multi-product implementations and complex deployments.
• Support customer escalations and navigate scope, priorities, risks, and changing customer needs.
• Partner with Product, Customer Success, Commercial, Support, Technical Operations, and other teams to create a coordinated customer experience.

Skills

SaaS onboarding

Team leadership

Project management

Stakeholder communication

US-based

Education

PMP certification

Job description

About 3E:

3E is a mission-driven company dedicated to creating a safer and more sustainable world. We offer award-winning regulatory intelligence and AI solutions to help organizations protect people and products. With over 35 years of experience and a global presence, we empower our customers with innovative compliance solutions.

You will get to work at a company that combines startup agility with the stability of an industry leader. Partner with enterprise customers and global experts to advance environmental safety and solve complex data science challenges.

Join us and make an impact!

About the Role

At 3E, customer implementation is where strategy becomes real for our customers. We’re looking for a Manager, Customer Implementation to lead and develop a U.S.-based team of approximately five to six professionals responsible for delivering successful SaaS implementations across our evolving portfolio of solutions. Reporting to the Senior Director of Customer Implementation, you’ll play a key role in strengthening team performance, driving delivery excellence, and creating a consistent, high-quality experience for our customers.

This is a highly visible leadership role for someone who brings together strong people leadership, project management, and customer judgment. You’ll coach and develop your team, set clear expectations, strengthen performance, and remove roadblocks while ensuring customers receive a consistent, high-quality implementation experience. You’ll also stay close to the work by supporting select strategic, multi-product implementations and collaborating across teams to navigate risks, changing priorities, and complex customer needs.

You’ll thrive in this role if you enjoy leading through change and bringing structure to complexity. You build trust with your team, address challenges directly, and help people take ownership of outcomes. You’re equally comfortable working across functions, engaging with customers, and helping your team move forward when every answer isn’t yet defined.

As 3E continues to evolve its approach to onboarding and implementation, you’ll also help your team embrace new products, processes, and technology, including practical uses of AI and automation that can make delivery more efficient. This is an opportunity to have meaningful ownership, develop a strong team, and directly influence the experience and outcomes of 3E customers.

Location: This position supports remote work within the Eastern time zone.

What You’ll Do

• Lead, coach, and develop a team of onboarding and implementation professionals responsible for enterprise SaaS deployments.

• Set clear expectations, monitor performance, provide actionable feedback, and help team members consistently meet customer and delivery standards.

• Oversee a portfolio of active implementations, using project and performance data to identify risks, remove roadblocks, and keep work moving toward successful outcomes.

• Help the team manage project plans, milestones, scope, dependencies, risks, and customer communication with consistency and discipline.

• Serve as a project leader or sponsor for a limited number of strategic, complex, or multi-product customer implementations, coordinating contributors across teams and geographies.

• Support customer escalations and help the team navigate challenging conversations, including scope, priorities, risks, and changing customer needs.

• Partner with Product, Customer Success, Commercial, Support, Technical Operations, and other teams to create a coordinated customer experience.

• Work with implementation leaders across regions to strengthen methodologies, processes, documentation, and delivery standards.

• Help the team adapt as 3E introduces new products, capabilities, and ways of working.

• Support ERP integrations and data migration initiatives, ensuring the appropriate technical resources are engaged while maintaining strong project coordination.

• Encourage the practical use and adoption of AI and automation to improve efficiency across project planning, communications, follow-up, organization, and other implementation workflows, while maintaining appropriate human oversight and sound judgment.

What Makes You a Great Fit

Required Qualifications

• 6+ years of experience in SaaS onboarding, implementation, or professional services, including experience leading complex, multi-product or multi-solution implementations.

• 2+ years of experience managing, coaching, and developing a delivery team.

• Strong project management fundamentals, including experience managing scope, milestones, dependencies, risks, escalations, and multiple concurrent priorities.

• Experience working directly with enterprise customers and communicating effectively with stakeholders at different levels of an organization.

• Ability to lead teams through changing priorities and evolving products, processes, and customer needs.

• Ability to balance people leadership with enough hands-on involvement in customer and project work to understand challenges and coach effectively.

• Excellent written and verbal communication skills with customers and internal stakeholders.

• Based in the US in one of the states where 3E is authorized to hire, and eligible to work without sponsorship.

Preferred Qualifications

• Experience using AI tools to improve implementation, project management, customer communication, or operational workflows.

• Familiarity with AI-enabled productivity and automation tools such as Microsoft 365 Copilot, Microsoft Copilot Studio, Power Automate, ChatGPT Enterprise, Claude, Gemini, or similar platforms.

• Experience identifying opportunities to automate or streamline manual processes using AI or workflow automation.

• Familiarity with responsible AI practices, including appropriate data handling, access controls, human review, and output validation.

• Experience with ERP integrations and complex data migration initiatives, such as SAP EHS.

• PMP or equivalent project management certification.

• Experience working across global or multicultural teams.

• Domain familiarity with EHS, Product Safety & Stewardship, Sustainable Supply Chain Management, or another regulated industry.

Our US Benefits Include:

• Health, dental, and vision insurance

• Life insurance and disability coverage

• Open PTO and parental leave

• 401(k) plan with company matching

• Employee assistance program

• Voluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness)

3E is currently authorized to hire in the following U.S. states:

Alabama, Arizona, California (excluding Los Angeles), Colorado (excluding Denver), Connecticut, Delaware, District of Columbia, Florida, Georgia, Illinois (excluding Chicago), Indiana, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York (excluding New York City), North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, and Washington.

Disclosures:

3E is committed to a diverse and inclusive work environment. We are an equal opportunity employer and do not discriminate based on any legally protected categories. For applicants who would like to request accommodation, please contact us here

Candidate Privacy Notice

Agencies: 3E is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at 3E via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of 3E. No fee will be paid if 3E hires the candidate because of the referral or through other means.

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