Product and Customer Learning Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Spearhead Sift’s ongoing internal and external enablement initiatives: Take ownership of and implement a critical enablement program that encompasses both internal GTM teams and customers.

• Create learning journeys tailored for diverse personas: Identify and curate role-specific learning paths for internal roles (AEs, SEs, CSMs, Solutions Consultants, Support) and external roles (customer admins, fraud analysts, integration engineers, executive sponsors), customizing content depth, format, and frequency for each audience.

• Design and produce content from start to finish: Utilize best practices in instructional design to create engaging, outcomes-focused materials — such as SCORM-packaged eLearning modules, instructor-led presentations, video tutorials, job aids, knowledge assessments, and certification tests.

• Develop and publish SCORM-compliant courses: Create courses and upload them to Sift’s LMS with reliable tracking of progress, scoring, and reporting.

• Conduct impactful training sessions: Lead both live and virtual training events — including new-hire onboarding, product launches, customer workshops, train-the-trainer programs, and executive briefings — adjusting style and depth according to the audience.

• Manage product enablement during launches: Collaborate with Product and Product Marketing to establish a repeatable launch enablement process: readiness criteria, certification gates, sales strategies, and on-demand resources delivered in alignment with each major release.

• Develop and expand Sift’s customer education program: Create a curriculum, certifications, and a self-service learning library that accelerates customer onboarding, enhances platform usage, and ensures measurable outcomes — directly contributing to retention and expansion goals.

• Establish and monitor engagement and adoption metrics: Implement clear KPIs to measure program success — including completion rates, certification pass rates, time-to-productivity, content engagement, NPS/CSAT on training, and the impact on ramp-up, adoption, and revenue — reporting on these in regular business reviews.

• Oversee the LMS and content lifecycle: Manage the daily administration of the LMS, including taxonomy, permissions, publishing workflows, content refresh cycles, and integrations with Salesforce and other systems.

• Collaborate with stakeholders: Foster strong relationships with internal subject matter experts (Product, Engineering, CS, Sales, Support, Trust & Safety) and external stakeholders (customers, partners, industry groups) to align enablement strategy with go-to-market objectives and customer outcomes.

• Promote a culture of continuous learning: Advocate for learning as a strategic tool — conducting needs assessments, capability mapping, and feedback loops to keep Sift’s enablement offerings relevant as the product, market, and threat landscape progress.

⛳️ Requirements

• Minimum of 6 years of experience in Learning & Development, Enablement, or Instructional Design, ideally encompassing both internal (Sales/CS) enablement and external customer education within a B2B SaaS environment.

• Demonstrated ability to design and implement multi-persona learning programs from the ground up — not merely maintaining existing curricula — and to scale them alongside audience growth.

• Experience driving large-scale enablement initiatives for both employee and customer audiences, particularly during times of product changes, GTM shifts, or customer experience transformations.

• Practical expertise in creating SCORM-compliant content.

• Strong foundational skills in instructional design with a portfolio showcasing measurable program outcomes.

• Experience in administering and optimizing LMS systems (e.g., Absorb, Lessonly, or similar), including reporting, integrations, and content governance.

• Proven track record of defining and monitoring engagement and adoption metrics, linking learning outcomes to business results (ramp time, certification rates, product adoption, NPS, retention).

• Exceptional facilitation and communication skills, with comfort in presenting to executives, leading live workshops, and producing high-quality written content.

• A proactive self-starter who excels in ambiguous settings, collaborates effectively across functions, and can seamlessly transition between strategy and hands-on execution.

• Ability to convert strategy into operational execution, demonstrating initiative, perseverance, and determination in accomplishing tasks.

• Bachelor’s degree or equivalent practical experience; certifications such as ATD CPTD, CPLP, or credentials in instructional design are advantageous.

• Bonus: Experience in fraud prevention, risk management, payments, identity, trust & safety, or another technical SaaS field; experience developing certification or partner enablement programs; multilingual content delivery experience.

🏝️ Benefits

• Equity and other benefits