Demonstrated experience owning and scaling post-sale implementations, including onboarding, training, activation and adoption, and support, in a SaaS and/or technology-enabled services environment.
Proven ability to create and execute standardized processes and playbooks that work across multiple customer types, geographies and stakeholder environments.
Strong program management and operational rigor, including 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 written and verbal communication skills, including the ability to align Sales, Product and customer-facing teams on shared definitions of success.
Responsibilities
Define and document the end-to-end implementation process, including kickoff, onboarding, training, activation and adoption.
Create a repeatable Sales-to-Implementation handoff framework covering requirements, timelines, ownership and readiness criteria.
Build reusable onboarding templates, kickoff structures and implementation workflows that scale across states and partner types.
Define ownership and roles across internal teams and customer stakeholders to reduce ambiguity and ad hoc execution.
Create and execute a functional help and support center, including actively used ticketing.
Define the content architecture for implementation resources, including where resources live, how they are updated and how users find answers.
Deliver stable, durable core onboarding content that is not overly customized per account.
Establish the workflow for maintaining and improving implementation and support content over time.
Build role-based onboarding and training tracks for different user personas, including admins, frontline staff and partners.
Define activation milestones and ensure implementations are designed to drive them, including invite acceptance, first login and first meaningful action.
Create adoption tracking that provides visibility into the percentage of users trained, activated and active after 30 days.
Establish measurable onboarding and adoption reporting so the team can quickly identify where every user is in the journey.
Partner with Product and 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 relying on individual heroics.
Desired Qualifications
Experience implementing technology with public sector, courts, legal services, child welfare or adjacent human services organizations.
Experience setting up support or help center workflows, onboarding content structures and/or customer enablement systems.
Familiarity with adoption analytics, activation milestone design and lifecycle reporting, using HubSpot or similar tools.
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.
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
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