Implementation & Adoption Manager

Sunlight Group; Cary (NC); On-site; USD 90,000 - 135,000; Full time

Job summary

Sunlight Group in Cary, NC is seeking an Implementation & Support Manager to own the full post-sale implementation lifecycle from handoff through training, activation, support, and long-term adoption.

The role will build the implementation operating system with standardized playbooks, onboarding templates, and role-based training tracks, while collaborating with Sales, Product/Engineering, and Account Management to ensure consistent delivery and measurable outcomes.

Qualifications

• Experience owning and scaling post-sale implementations in SaaS or technology-enabled services.
• Ability to create and execute standardized processes and playbooks across multiple customer types and geographies.
• Strong program management with clear phases, owners, timelines, dependencies, and measurement.
• Experience building systems from scratch in fast-moving environments and driving adoption.
• Excellent cross-functional leadership and communication to align Sales, Product, and customer-facing teams.

Responsibilities

• Define and document the end-to-end implementation process: kickoff, onboarding, training, activation, adoption.
• Create a repeatable Sales Implementation handoff framework with requirements, timelines, ownership, and readiness criteria.
• Build reusable onboarding templates, kickoff structures and workflows scalable across states and partner types.
• Define ownership and roles across internal teams and customer stakeholders to reduce ambiguity.
• Create and maintain a functional help center and support routing for consistent delivery.
• Design content architecture for implementation resources and how users find answers.
• Deliver core onboarding content that is stable and not over-customized per account.
• Establish onboarding and adoption reporting to show where every user is in the journey.

Skills

Post-sale implementations

Program management

Cross-functional leadership

SaaS/tech-enabled services

Playbooks & templates

Systems thinking

Tools

HubSpot

Job description

Sunlight Group in Cary, NC is seeking an Implementation & Support Manager to own the full post-sale implementation lifecycle from handoff through training, activation, support, and long-term adoption.

The role will build the implementation operating system with standardized playbooks, onboarding templates, and role-based training tracks, while collaborating with Sales, Product/Engineering, and Account Management to ensure consistent delivery and measurable outcomes.