Implementation & Support Manager

Role summary

Sunlight is hiring an Implementation & Support Manager to own and operationalize the full post-sale implementation lifecycle — from sales handoff through training, activation, support, and long-term adoption — creating and executing a scalable, repeatable model that supports growth across all partners and states.

This role will build the implementation operating system: standardized playbooks, onboarding templates, role-based training tracks, adoption and activation measurement, and the supporting infrastructure (for example, a help center and support routing) that ensures consistent delivery and measurable outcomes. The role is highly cross-functional, partnering closely with Sales, Product/Engineering, and Account Management to align what we sell with what we implement, and to create clear visibility into where every account and user is in the journey.

Key responsibilities

Implementation - standardized delivery model

• Define and document the end-to-end implementation process: kickoff, onboarding, training, activation, adoption
• Create a clear, repeatable Sales → Implementation handoff framework — requirements, timelines, ownership, readiness criteria
• Build reusable onboarding templates, kickoff structures and implementation workflows that can scale across states and partner types
• Define ownership and roles across internal teams and customer stakeholders to reduce ambiguity and ad hoc execution

Support center and implementation infrastructure

• Create and execute a functional help center / support center, including ticketing, that is actively used
• Define content architecture: where implementation resources live, how they're updated and how users find answers
• Deliver core onboarding content that is stable, durable, and not overly customized per account
• Establish the workflow for maintaining and improving implementation and support content over time

Training, activation and adoption system

• Build role-based onboarding and training tracks for different user personas — admins, frontline staff, partners
• Define activation milestones and ensure implementations are designed to drive them, including invite accepted, first login, and first meaningful action (message, case action, etc.)
• Create adoption tracking with clear visibility into percent trained, percent activated, and percent active after 30 days
• Establish measurable onboarding and adoption reporting so the team can quickly answer "where is every user?"

Cross-functional collaboration and feedback loops

• Partner tightly with Product/Engineering to translate implementation learnings into product feedback loops and priorities
• Collaborate with Sales and Account Management to ensure implementation readiness, clear customer expectations and smooth transitions between phases
• Establish operating rhythms and internal alignment that make implementation a core company function rather than individual heroics

Required qualifications

• Demonstrated experience owning and scaling post-sale implementations — onboarding, training, activation/adoption, support — in a SaaS and/or technology-enabled services environment
• Proven ability to create and execute on standardized processes and playbooks that work across multiple customer types, geographies and stakeholder environments
• Strong program management and operational rigor: clear phases, owners, timelines, dependencies and measurement
• Comfort building systems from scratch in a fast-moving environment and driving internal adoption of those systems
• Strong cross-functional leadership and communication skills, written and verbal, including the ability to align Sales, Product, and customer-facing teams on shared definitions of success

Preferred qualifications

• Experience implementing technology with public sector, courts, legal services, child welfare or adjacent human services organizations
• Experience setting up support/help center workflows, onboarding content structures and/or customer enablement systems
• Familiarity with adoption analytics, activation milestone design and lifecycle reporting (HubSpot or similar)

Working style

• High ownership and strong internal operator mindset: disciplined cadence, clear metrics, crisp execution
• Builder mentality: creates templates, playbooks and infrastructure that reduce reliance on heroic effort
• Customer-empathic and outcomes-driven, focused on measurable adoption and time-to-value
• Mission-aligned and motivated by improving outcomes for families and the professionals who serve them

About Sunlight

Sunlight is building technology that strengthens the social safety net, starting with child welfare and adjacent justice-system partners. Our products include Sunlight and CasaManager, powered by Sunlight, and we partner with public agencies and nonprofit organizations to deliver measurable impact while building a sustainable, mission-driven business.