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Open Positions
Product & Customer Learning Manager @ Sift
Location
Remote - USA
Employment Type
Full time
Location Type
Remote
Department
Customer Experience
Compensation
- 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.
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.
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.
• 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.
• 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.
Sift Values: What We Stand For
Our values shape how we work and win together.
Start With the Customer
We strive to prioritize our audience’s needs, not our personal agenda. We go above and beyond to put our customers first.
Courage Over Comfort
We value vulnerability, invite candid feedback, and believe true growth happens when we leave our comfort zone.
Get Sift Done
We value progress over perfection, always acting with urgency and grit because we believe that passion and perseverance are the answer to adversity.
Ever Better
We are continuously improving our technology, our customer service, ourselves. We view mistakes as opportunities to be ever better.
Win as One Team
We’re running toward the finish line, together. The sum is greater than the whole of its parts.
Who We Are
Sift empowers online businesses across the world. We’re using our global network of data and applying machine learning to protect companies like Doordash, Yelp, and Poshmark from fraud so they can focus on growing their business.
As the pioneers of Digital Trust & Safety, we help more than 34,000 sites and apps navigate the fine balance between growing revenue and protecting their business.
Sift is building a safer internet for all and we’d like your help.
Our Differences Make Us Stronger
We strive to cultivate a diverse, equitable, and inclusive workplace. We understand that diversity fuels innovation, equity is a fundamental right, and inclusion is a basic human need. Our vision is to create a space where every Siftie can confidently express their true selves and unique experiences with their teams, customers, and community. By doing so, we aim to build trust and contribute to a safer internet for everyone.
More Reasons To Join Our Mission
Sifties are protected with best-in-class benefits designed to support our well-being and success, whether we are looking to advance our careers, maintain a healthy work-life balance, or invest in our long-term financial future.
Take the time you need
- Generous time off policies
- Mental health days
- Paid maternity & paternity plan
Financial well-being
- Employee equity
- Retirement savings plan
- Lifestyle wallet
Physical well-being
- Eligible Sifties are offered medical, dental, and vision plans
- Fully covered for individuals
- Affordable premiums
Empowering your success
- Learning & Development wallet
- In-house group workshops
- Manager trainings
Interested in Becoming a Siftie?
Flip the switch on fraud-fueled fear. Make risk work for your business and scale securely into new markets with Sift’s AI-powered platform.