Implementation & Support Manager

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.

• 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

• 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

• 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?"

• 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

• 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

• Experience implementing technology with public sector, courts, legal services, child welfare or adjacent human services…