Product & Customer Learning Manager

Sift • ,

7d • $115,000 - $160,000

About The Position

We’re hiring a Learning and Development Manager, Product and Customer Enablement to own the strategy and delivery of learning experiences for two critical audiences: the internal teams who sell, implement, and support Sift’s products (Sales, Customer Success, Solutions, Support), and the customers who use them every day. This is a senior individual contributor role for someone who has built enablement programs from the ground up and is excited to do it again at a company where fraud, AI, and trust collide.
You’ll partner closely with Product, Product Marketing, Customer Success, and Sales leadership to identify capability gaps across personas, then design, build, and measure the programs that close them. You’re equally comfortable interviewing a principal engineer about a new detection model, scripting a SCORM module in Articulate Rise or Storyline, facilitating a live workshop for a customer’s fraud ops team, and presenting adoption metrics to executives. You think in learning journeys, not one-off trainings — and you obsess over whether learners actually changed their behavior afterward.
If you’ve built enablement from scratch at a SaaS company, lived in an LMS, and have strong opinions about what makes a great certification path, we want to talk to you.

Requirements

• 6+ years of experience in Learning & Development, Enablement, or Instructional Design, ideally including both internal (Sales/CS) enablement and external customer education at a B2B SaaS company.
• Proven track record of designing and launching multi-persona learning programs from scratch — not just maintaining existing curricula — and scaling them as the audience grows.
• Experience leading large-scale enablement initiatives across both employee and customer audiences, especially during periods of product change, GTM evolution, or customer experience transformation.
• Hands-on expertise creating SCORM-compliant content
• Strong instructional design foundation with a portfolio of measurable program outcomes.
• Experience administering and optimizing LMS systems (e.g., Absorb, Lessonly, or similar), including reporting, integrations, and content governance.
• Demonstrated ability to define and track engagement and adoption metrics, and to tie learning outcomes to business results (ramp time, certification rates, product adoption, NPS, retention).
• Excellent facilitation and communication skills, comfortable presenting to executives, leading live workshops, and producing polished written content.
• A self-starter who thrives in ambiguity, partners well cross-functionally, and can move fluidly between strategy and hands-on execution.
• Ability to translate strategy to operational execution, who is able to demonstrate initiative, perseverance, and grit in getting things done.
• Bachelor’s degree or equivalent practical experience; certifications such as ATD CPTD, CPLP, or instructional design credentials are a plus.

Nice To Haves

• Experience in fraud prevention, risk, payments, identity, trust & safety, or another technical SaaS domain
• Experience building certification or partner enablement programs
• Multilingual content delivery

Responsibilities

• Lead Sift’s current internal and external enablement initiative: Own and operationalize a high-priority enablement program spanning both internal GTM teams and customers. Partner with CX, Product, Product Marketing, Sales, Support, and Solutions to turn fragmented product knowledge into structured learning paths, launch readiness motions, customer-facing education, and measurable adoption outcomes.
• Build learning journeys for multiple personas: Define and curate role-based learning paths for internal personas (AEs, SEs, CSMs, Solutions Consultants, Support) and external personas (customer admins, fraud analysts, integration engineers, executive sponsors), tailoring content depth, format, and cadence to each audience.
• Design and develop content end-to-end: Apply instructional design best practices to produce engaging, outcomes-focused content — including SCORM-packaged eLearning modules, instructor-led decks, video walkthroughs, job aids, knowledge checks, and certification assessments.
• Author and publish SCORM-compliant courses: Build courses and publish them to Sift’s LMS with reliable progress tracking, scoring, and reporting.
• Deliver high-impact training: Facilitate live and virtual training sessions — new-hire onboarding cohorts, product launches, customer workshops, train-the-trainer sessions, and executive briefings — adapting style and depth to the audience.
• Run product enablement around launches: Partner with Product and Product Marketing to operationalize a repeatable launch enablement motion: readiness criteria, certification gates, sales plays, and on-demand assets shipped in lockstep with every major release.
• Build and scale Sift’s customer education program: Develop the curriculum, certifications, and self-service learning library that helps customers ramp faster, expand their use of the platform, and achieve measurable outcomes — directly supporting retention and expansion goals.
• Define and track engagement and adoption metrics: Instrument programs with clear KPIs — completion rates, certification pass rates, time-to-productivity, content engagement, NPS/CSAT on training, and downstream impact on ramp, adoption, and revenue — and report on them in regular business reviews.
• Operate the LMS and content lifecycle: Own day-to-day administration of the LMS), including taxonomy, permissions, publishing workflows, content refresh cycles, and integrations with Salesforce and other systems.
• Collaborate across stakeholders: Build durable relationships with internal SMEs (Product, Engineering, CS, Sales, Support, Trust & Safety) and external stakeholders (customers, partners, industry communities) to align enablement strategy with go-to-market priorities and customer outcomes.
• Champion a culture of continuous learning: Advocate for learning as a strategic lever — running needs assessments, capability mapping, and feedback loops that keep Sift’s enablement portfolio current as the product, market, and threat landscape evolve.

Benefits

• Diversity drives innovation, equity is a fundamental right, and inclusion is a basic human need.
• A place where all Sifties feel secure sharing their authentic selves and diverse experiences with their teams, their customers, and their community – ultimately using this empowerment and authenticity to build trust and create a safer Internet.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior