Product & Customer Learning Manager

What We’re Looking For We’re hiring a Product and Customer Enablement Manager 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 community and 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 the product team about a new detection model, creating and facilitating a workshop for customer facing teams, managing an online customer community, 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, have experience in community management, and have strong opinions about what makes a great certification path, we want to talk to you. What You’ll Do • 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. • Build and scale Sift’s customer education & community 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. Manage the Sift customer community platform and content delivery. • Design and develop content end-to-end : Apply instructional design best practices to produce engaging, outcomes-focused content and publish them to Sift’s LMS with reliable progress tracking, scoring, and reporting, and deliver content to customer community forums, and partner enablement platforms. • Deliver high-impact training : Facilitate live and recorded training sessions for new hires, product launches, customer workshops, train-the-trainer sessions, and executive briefings — adapting style and depth to the audience. • Support product enablement around launches : Partner with Product and Product Marketing to operationalize a repeatable launch enablement motion: readiness criteria, certification gates, sales plays, and customer facing assets shipped in lockstep with every major release. • 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. • 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. What Would Make You a Strong Fit • 7+ 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. • 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 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. •