Product & Customer Learning Manager

Job description

WHAT WE’RE LOOKING FOR Sift's next stage of growth requires moving from individual expertise held by a few tenured people to a systematic, documented body of knowledge that scales across the organization to be used in every customer interaction. Today, deep product and fraud-industry knowledge lives in people's heads rather than in accessible content — which means Sales, Customer Success, Solutions, and Support teams often pitch and support Sift on features, not on the business value and fraud expertise that differentiates us. We're hiring a Product & Fraud Enablement Content Manager to close that gap. This is a senior individual-contributor role for someone who can sit down with a new detection model or platform capability, understand it deeply, connect it to the fraud problem it solves and the business outcome it drives, and turn that understanding into clear, credible content that GTM teams actually use — in decks, calls, and customer conversations. You'll need to develop two kinds of fluency at once: real fraud-industry knowledge and real product/technical fluency (how Sift's platform and features work, and why that matters to a buyer). Neither alone is enough — this role exists at the intersection. What You'll Do - Translate product documentation into educational content: Partner with Product Management and Engineering to understand new and existing features, models, and platform capabilities in technical depth, then translate that detail into clear, accurate content for Sales, CS, Solutions, and Support — written so both technical and non-technical audiences can use it confidently. - Ground every asset in fraud expertise: Partner with Trust and Safety Architects (“TASA”) to build and apply fraud-industry knowledge — fraud typologies, attacker tactics, prevention strategies, and industry trends — so content explains not just what a feature does, but what fraud problem it addresses and why that matters to a customer. - Connect features to value: For every capability, articulate the chain from feature → technical capability → business outcome, so GTM teams can speak to value and ROI, not just functionality. - Build role-based learning content: Create structured content and learning paths for internal personas (AEs, SEs, CSMs, Solutions Consultants, Support) covering product mechanics, fraud context, and value narrative — organized so each persona gets the right depth for their role. - Community Building: Create and adapt content for customer-facing self-service and self-support. Work with a web team to expand Sifters Community site and knowledge base. - Develop core enablement assets: Produce the recurring library of content GTM teams pull into deals and customer conversations: technical explainers, feature briefs, FAQs, objection-handling guides, and talk tracks. - Support launch readiness: Partner with Product Marketing and Product on a repeatable launch motion — feature briefs, technical FAQs, and talk tracks delivered alongside major releases so GTM teams are ready on day one. - Facilitate knowledge-transfer sessions: Run live and recorded sessions — product deep dives, fraud-landscape briefings, new release walkthroughs — to reinforce written content and give GTM teams a chance to ask questions directly. - Keep content current and accurate: Establish a regular review cadence with SMEs in Product, Engineering, and Fraud Strategy so the content library keeps pace as the product and threat landscape evolve. - Measure what's working: Track engagement and usage of enablement content and tie it to downstream signals like ramp time, content adoption, and deal support, reporting out to Customer Experience and GTM leadership. What Would Make You a Strong Fit - 8+ years of experience in technical content, product marketing, or sales/CS enablement at a B2B SaaS company, ideally one with a technical or risk-related product. - Genuine interest in or background in fraud prevention, risk, payments, identity, or trust & safety — familiarity with fraud industry problems and concepts is a strong plus. - Demonstrated ability to learn complex technical/product detail quickly and translate it into clear, audience-appropriate content — not just summarize documentation but explain why it matters. - Strong writing skills with a portfolio of technical or sales-enablement content (explainers, one-pagers, FAQs, talk tracks, or similar). - Comfortable partnering directly with Product Marketing, Product Management and Engineering to extract, validate, and simplify technical detail. - Experience facilitating training sessions or workshops for internal teams. - A self-starter who thrives in ambiguity, builds relationships easily across Product, CX, Sales, and Support, and moves fluidly between research and hands-on content creation. - Bonus: experience publishing to an LMS or content platform (e.g., Absorb) is helpful but not a requirement — this role is about content and expertise, not systems administration. 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 A 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 http://sift.com and follow us on LinkedIn https://www.globenewswire.com/Tracker?data=XHeK0v8NcNrEkwcDe8QxwpZeCkdQqNyKlni83U-CUmrprdKXWpVlYOAbVzwe2OmlwIUN-q4HXk4hf_dazpHx2NMM1CW_SYj740q9mxXNQI4=.