Customer Enablement Manager, East

The Elevator Pitch

If you are an excellent relationship builder, passionate about the customer experience, and inspired to help make the world a safer place, then this is the role for you! Customer success is vital to Evolv's long-term mission and profitability. Our customers must experience clear, measurable value from their Evolv systems, not only at deployment, but throughout their lifecycle. As a Customer Enablement Manager (CEM), you will build strong relationships with your portfolio of customers and ensure they onboard successfully, adopt consistently, operate confidently and realize meaningful outcomes from their investment.

You will work alongside Senior Customer Enablement Managers and the broader CX team in helping customers onboard successfully, adopt consistently, operate confidently and realize meaningful outcomes from their investment. This role is designed to flex across multiple customer engagements rather than owning a dedicated portfolio.

Your work will help drive customer satisfaction, system utilization, risk mitigation, and ultimately successful subscription renewals.

What are performance outcomes over the first 12 months you will work toward completing?

First 30-90 Days:

• Become fully competent in Evolv's products, workflows, and enablement methodology.

Training includes in-person technical instruction at HQ, online self-study, structured learning paths, and peer shadowing.

• Learn the CX operating model (onboarding, enablement, training, adoption, renewal readiness, customer health).
• Build relationships with Sales, Program Management, Support, Technical Sales & Solutions, Channel Operations, and Marketing to understand customer history, deployment context, and value drivers.
• Begin engaging with customers - supporting onboarding activities, training preparation, and early adoption.

3-6 Months:

• Contribute to day-to-day customer onboarding, training and value-realization activities across the install base, ensuring progress towards key outcomes.
• Deliver virtual and onsite training sessions covering system operation, best practices, and Evolv Academy learning paths.
• Begin developing baseline success plans for your accounts that focus on adoption, learning milestones, and operational excellence.

6-12 Months:

• Fully own your customer portfolio, including onboarding new customers, building proactive success plans, and driving adoption of learning resources such as Evolv Academy, MyEvolv Portal, and other customer platforms
• Monitor customer health, usage signals, and feedback to identify risks early and mitigate them through cross-functional collaboration.
• Lead regular performance reviews and business value conversations using customer dashboards (visitor scans, alerts, detections, engagement metrics).
• Manage a smooth renewal readiness process by ensuring strong adoption, value realization, and risk reduction.

1+ year:

• Be recognized as a strategic customer advocate with deep account relationships across accounts.
• Maintain an internal network of cross-functional partners you can pull in to accelerate customer outcomes.
• Consistently deliver measurable impact across your accounts-including improved system usage, reduced friction, higher training completion, and strong renewal rates.
• Operate independently while driving scalable improvements to the broader customer enablement program.

The Work: What type of work will you be doing?

As a Customer Enablement Manager, your regular activities may be modified to suit the needs of your customer portfolio, however, you can expect a variety of the following:

Customer Onboarding & Training

• Customer onboarding, and go-live activities with Program Management, TSS, and Support.
• Deliver structured training sessions (onsite and virtual) tailored to each customer's operational environment.
• Ensure customers complete the right Evolv Academy learning paths and certifications.

Customer Adoption & Value Realization

• Build and execute proactive success plans to drive consistent system usage, optimized detection performance, and operator confidence.
• Continuously guide customers to evolve their workflows, staffing, and operating procedures to maximize value.
• Promote adoption of MyEvolv, training content, and all customer enablement resources.
• Conduct scheduled check-ins, performance reviews, and Quarterly Business Reviews (QBRs).

Customer Health & Risk Management

• Work with Red Accounts team to identify at-risk accounts and help develop get-well plans to get them in good health
• Coordinate with Support, Technical Sales & Solutions and other teams to ensure escalations are handled promptly
• Maintain clean, accurate CRM documentation including contacts, milestones, health scores and renewal context.

Renewal Readiness & Growth Support

• Proactively identify and engage the appropriate customer stakeholder's day-to-day champions, operational owners, and economic buyers to ensure each clearly understands and is realizing the full value of their Evolv investment.
• Lead the enablement workstream that ensures customers achieve the outcomes required for renewal, including validating success criteria with decision-makers, reinforcing business value with champions, and ensuring all stakeholders are informed, trained, and confident in their ability to operate and sustain their systems.
• Minimize renewal friction by driving strong adoption, ensuring operators are well trained, and clearly demonstrating ongoing business value.

What is the leadership like for this role? What is the structure and culture of the team?

This role reports to the Senior Scaled Program Manager and sits on our Customer Experience team in the Revenue Organization.

The team is distributed across the United States and is entering an exciting phase of growth, with many new opportunities ahead. Most team members work remotely when they are not traveling to meet with customers. Our collective experience is exceptional spanning technical experts to seasoned business leaders with firsthand customer-facing expertise.

Where is the role located?

Location:

This is a remote position based in the Northeast, ideally near Boston, Providence, Hartford, New York City/Northern New Jersey, or Philadelphia. We are also open to exceptional candidates elsewhere in the Northeast with convenient access to transportation to support regional travel.

Travel:

Travel will vary based on customer engagement, trade shows, and your territory strategy, and may reach 25-30% of your time. Because some customer operations run outside normal business hours, flexibility for occasional nights, weekends, and holidays may be required.

Compensation and Transparency Statement

The base salary range for this full-time position is $79,000- $129,000. In addition to base salary, this role offers a competitive target bonus, equity, and a comprehensive benefits package. This range reflects our commitment to pay transparency and equity, in alignment with applicable state laws. Our compensation ranges are determined based on factors such as role, level, location, market benchmarks, and internal equity. The posted range represents the good-faith estimate of what we expect to pay for this role across U.S. locations. Actual compensation within the range will be based on the candidate's skills, experience, education, and geographic location.

In accordance with state and local pay transparency laws-including those in California, Colorado, Massachusetts, New York, New Jersey, and others-we disclose salary ranges in all job postings and provide additional information upon request.

During the hiring process, your recruiter will share:

• The specific salary range for your preferred location
• A general overview of our benefits and equity offerings
• Insights into how compensation decisions are made, including factors that influence starting pay

We are committed to fair pay practices, and we regularly review our compensation programs to ensure they are competitive, equitable, and aligned with our values.