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 • 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