Senior Manager, SaaS Customer Implementations

3E; Massachusetts; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Life insurance and disability coverage

Open PTO and parental leave

401(k) with company matching

Employee assistance program

Voluntary supplemental benefits

Job summary

3E is seeking a Manager, Customer Implementation to lead a U.S.-based team of onboarding and implementation professionals responsible for enterprise SaaS deployments across an evolving portfolio of solutions. You will report to the Senior Director of Customer Implementation and drive delivery excellence, performance, and a high-quality customer experience.

You will coach and develop your team, set clear expectations, and navigate risks and changing customer needs while collaborating with

Qualifications

• 6+ years of experience in SaaS onboarding, implementation, or professional services, including multi-product/ multi-solution implementations.
• 2+ years of experience managing, coaching, and developing a delivery team.
• Strong project management fundamentals: scope, milestones, dependencies, risks, escalations, multiple priorities.
• Experience with enterprise customers and communicating with stakeholders at various levels.
• Ability to lead teams through changing priorities and evolving products/processes.
• Balance people leadership with hands-on involvement in customer and project work.

Responsibilities

• Lead, coach, and develop a team of onboarding and implementation professionals for enterprise SaaS deployments.
• Set expectations, monitor performance, provide feedback, ensure delivery standards.
• Oversee a portfolio of implementations, identify risks, remove roadblocks, drive outcomes.
• Manage project plans, milestones, scope, dependencies, risks, and customer communication.
• Coordinate across teams and geographies for strategic, multi-product launches.
• Support escalations and navigate scope, priorities, and risks with customers.
• Partner with Product, Customer Success, Commercial, Support, and Technical Ops for a coordinated experience.
• Strengthen methodologies, processes, and delivery standards across regions.
• Promote AI and automation to improve efficiency while ensuring human oversight.

Skills

SaaS onboarding

Delivery team leadership

Project management

Stakeholder communication

People leadership

Change management

Written and verbal communication

Tools

AI tools (Copilot, ChatGPT Enterprise, Claude, Gemini)

Power Automate

Microsoft 365 Copilot

Job description

3E is seeking a Manager, Customer Implementation to lead a U.S.-based team of onboarding and implementation professionals responsible for enterprise SaaS deployments across an evolving portfolio of solutions. You will report to the Senior Director of Customer Implementation and drive delivery excellence, performance, and a high-quality customer experience.

You will coach and develop your team, set clear expectations, and navigate risks and changing customer needs while collaborating with