Customer Enablement Manager, West

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.

First 30–90 Days

• Become fully competent in Evolv's products, workflows, and enablement methodology.
• 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 in 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.
• Deliver virtual and onsite training sessions covering system operation, best practices, and Evolv Academy learning paths.
• Begin developing baseline success plans focusing 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.
• Lead regular performance reviews and business value conversations using customer dashboards.
• 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 to accelerate customer outcomes.
• Consistently deliver measurable impact across accounts—increased system usage, reduced friction, higher training completion, and strong renewal rates.
• Operate independently while driving scalable improvements to the broader customer enablement program.

• 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.

• Build and execute proactive success plans to drive consistent system usage, optimized detection performance, and operator confidence.
• Continuously guide customers to evolve 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).

• Work with the Red Accounts team to identify at‑risk accounts and develop get‑well plans.
• 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.

• Proactively identify and engage the appropriate stakeholder champions, operational owners, and economic buyers.
• Lead the enablement workstream that ensures customers achieve the outcomes required for renewal.
• Minimize renewal friction by driving strong adoption, ensuring operators are well trained, and clearly demonstrating ongoing business value.

This role reports to the Senior Scaled Program Manager and sits on the Customer Experience team in the Revenue Organization. The team is distributed across the United States and is…