Product & Customer Learning Manager

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details. About the OpportunityThe company is 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 the organization'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. This role will 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. The individual will be 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. The focus is on learning journeys, not one-off trainings, with an obsession 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, the organization wants to talk to you. Key ResponsibilitiesLead the current internal and external enablement initiative: Own and operationalize a high-priority enablement program spanning both internal go-to-market 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 the 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 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 the organization'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 the organization's enablement portfolio current as the product, market, and threat landscape evolve. Required Qualifications7+ 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. Interview ProcessIntroduction 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. Let’s build it together:The organization is intentionally building a diverse, equitable, and inclusive workplace. The belief is that diversity drives innovation, equity is a fundamental right, and inclusion is a basic human need. The vision is a place where all team members 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. Compensation$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. The organization 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. The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.