SaaS Customer Implementation Manager – Remote (EST)

3E; Canton (OH); Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Health, dental, and vision

Life and Disability Insurance

Open PTO

401(k) match

Employee assistance program

Voluntary benefits

Job summary

3E, a mission-driven company delivering regulatory intelligence and AI solutions, is seeking a Manager, Customer Implementation to lead a US-based team of five to six professionals responsible for delivering SaaS implementations across our evolving product portfolio.

You'll report to the Senior Director of Customer Implementation and focus on coaching, performance, and creating a consistent, high-quality experience for customers. Remote work within the Eastern time zone is supported.

Qualifications

• 6+ years in SaaS onboarding or implementations.
• 2+ years leading a delivery team.
• Strong project management: scope, milestones, risks, dependencies.
• Experience with enterprise customers and stakeholders.
• Ability to balance leadership with hands-on involvement.
• Excellent written and verbal communication.

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 standards.
• Oversee a portfolio of active implementations with data to identify risks and remove roadblocks.
• Manage project plans, milestones, scope, dependencies, risks, and customer communication.
• Lead limited strategic, multi-product implementations coordinating across teams across regions.
• Support customer escalations and navigate scope, priorities, risks, and changing needs.
• Partner with Product, Customer Success, Commercial, Support, Technical Operations, and other teams to coordinate a coordinated customer experience.
• Work with implementation leaders across regions to strengthen methodologies and delivery standards.
• Help the team adapt as 3E introduces new products, capabilities, and ways of working.
• Support ERP integrations and data migration initiatives with engaged resources while maintaining coordination.
• Encourage the practical use of AI and automation to improve efficiency with human oversight.

Skills

SaaS onboarding

People leadership

Project management

Stakeholder communication

Job description

3E, a mission-driven company delivering regulatory intelligence and AI solutions, is seeking a Manager, Customer Implementation to lead a US-based team of five to six professionals responsible for delivering SaaS implementations across our evolving product portfolio.

You'll report to the Senior Director of Customer Implementation and focus on coaching, performance, and creating a consistent, high-quality experience for customers. Remote work within the Eastern time zone is supported.