Sift - Product & Customer Learning Manager
Requirements
• 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. • Hiring Manager screen: 60 minutes with the People leader to explore your enablement philosophy, experience, and fit for the role. • Portfolio & craft deep dive: 60 minutes walking through samples of your work — a certification path, or a program you built end-to-end — including the design choices and measured outcomes. • Virtual onsite loop with the team: approximately 3–4 hours covering: core role competencies & skills, cross-functional stakeholder partnership, metrics & program measurement, and values & behavior. • Let’s build it together: • At Sift, we are intentionally building a diverse, equitable, and inclusive workplace. We believe that diversity drives innovation, equity is a fundamental right, and inclusion is a basic human need. We envision 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. • This document provides transparency around how Sift handles the personal data of job applicants: https://sift.com/recruitment-privacy
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. • Lead Sift’s current internal and external enablement initiative: • 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 learning journeys for multiple personas • 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. • Build and scale Sift’s customer education & community program • 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. • Design and develop content end-to-end • 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. • Deliver high-impact training • 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. • Support product enablement around launches • 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. • Define and track engagement and adoption metrics • 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. • Collaborate across stakeholders • 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. • Champion a culture of continuous learning • 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. • Bonus: Experience in fraud prevention, risk, payments, identity, trust & safety, or another technical SaaS domain; experience building certification or partner enablement programs; multilingual content delivery. • Our Interview Process • Introduction interview: 30-45 minutes with a recruiter to discuss your background, motivations, and the role. • Introduction interview • Hiring Manager screen: 60 minutes with the People leader to explore your enablement philosophy, experience, and fit for the role. • Hiring Manager screen • Portfolio & craft deep dive: 60 minutes walking through samples of your work — a certification path, or a program you built end-to-end — including the design choices and measured outcomes. • Portfolio & craft deep dive • Virtual onsite loop with the team: approximately 3–4 hours covering: core role competencies & skills, cross-functional stakeholder partnership, metrics & program measurement, and values & behavior. • Virtual onsite loop with the team • Let’s build it together: • At Sift, we are intentionally building a diverse, equitable, and inclusive workplace. We believe that diversity drives innovation, equity is a fundamental right, and inclusion is a basic human need. We envision 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. • This document provides transparency around how Sift handles the personal data of job applicants: https://sift.com/recruitment-privacyA little about us:Sift is the AI-powered fraud platform securing digital trust for leading global businesses. Our deep investments in machine learning and user identity, a data network scoring 1 trillion events per year, and a commitment to long-term customer success empower more than 700 customers to grow fearlessly. Global brands rely on Sift to unlock growth and deliver seamless consumer experiences. Visit us at sift.com and follow us on LinkedIn.
Benefits
• Estimate On Target Earnings $115K – $180K • The anticipated starting on-target earnings range for this role is listed above. This role may also be eligible for equity and other benefits. Sift takes into account many factors in determining compensation, including level, location, transferable skills, work experience, business needs, and market demands. Therefore, the pay range / final offer may change or be modified in the future. • on-target earnings range • Legal first and last name • or drag and drop here • Please list the location where you expect to work. • Yes, I will require visa sponsorship for employment with Sift now or in the future • No, I will not require visa sponsorship for employment with Sift now or in the future • Select all that apply • American Indian or Alaskan Native • Black or African American • Hispanic or Latinx • Native Hawaiian or Other Pacific Islander • Southeast Asian • I prefer not to say • A race, ethnicity, or origin not shown • My gender identity is not listed • They/Them/Theirs • Prefer not to say • I am not a protected veteran • I identify as one or more of the classifications of a protected veteran • Prefer not to say • Yes, I have a disability or previously had a disability • No, I don't have a disability • Prefer not to say • This document provides transparency around the way in which Sift handles personal data of job applicants: https://sift.com/legal-and-compliance/sift-global-recruitment-notice • Yes, I acknowledge Sift’s Global Recruitment Privacy Notice • Recruiting Privacy Policy
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