Customer Enablement Manager, East

Evolv Technology

Boston (MA)

Remote

USD 79,000 - 129,000

Full time

4 days ago

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Benefits offered by this job

Equity

Flexible work environment

Unique culture

Medical and dental insurance

401(k) plan

Unlimited vacation policy

$300 per quarter perks budget

Job summary

Evolv Technology is seeking a Customer Enablement Manager to build strong relationships across a portfolio of customers and ensure they onboard successfully, adopt consistently, and realize meaningful outcomes from their Evolv investment. This role collaborates with the CX team and spans onboarding, training, adoption, and renewal activities, with a strong emphasis on value realization.

The position is remote ( Northeast prefers ), with travel as needed to support customer engagements, and

Qualifications

Excellent relationship builder with a passion for customer experience.
Strong communication and collaboration across cross-functional teams.
Ability to drive onboarding, adoption, value realization, and renewal outcomes.

Responsibilities

Customer onboarding and training across multiple stakeholders (Sales, PM, Support, TSS, Solutions).
Develop baseline success plans focusing on adoption, learning milestones, and operational excellence.
Monitor customer health signals and renewal readiness; coordinate with internal teams to mitigate risks.
Lead renewal readiness and growth efforts to ensure ongoing value and longer-term partnerships.

Job description

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!Customersuccessis 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 relationshipswith 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 andthe broader CX teamin helpingcustomersonboardsuccessfully, adoptconsistently, operate confidentlyand realizemeaningful outcomes fromtheir investment.This role is designed to flex across multiple customer engagementsrather than owning a dedicated portfolio.

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

The Elevator Pitch

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 enablementmethodology.
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 withcustomers-supporting onboarding activities, training preparation, and early adoption.

3-6 Months

Contribute today-to-day customer onboarding, trainingand value-realization activitiesacross theinstallbase, ensuringprogress 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,MyEvolvPortal, andother customerplatforms
Monitor customer health, usage signals, and feedback toidentifyrisks 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 acrossaccounts.
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.
PromoteadoptionofMyEvolv,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 toidentifyat-risk accounts and help develop get-well plans to get them in good health
Coordinate with Support, Technical Sales &Solutionsand other teams to ensure escalations are handled promptly
Maintain clean, accurate CRM documentation includingcontacts, milestones, health scores and renewal context.

Renewal Readiness & Growth Support

Proactively identify and engage the appropriate customer stakeholder'sday-to-day champions, operational owners, and economic buyersto 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 theSenior Scaled Program Manager and sits on ourCustomer 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 isexceptionalspanning technical experts to seasoned business leaders with firsthand customer-facingexpertise.

Where is the role located?

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 aredeterminedbased on factors such as role, level, location, market benchmarks, and internal equity. The posted rangerepresentsthe 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 withstate and local pay transparency laws—including those in California, Colorado, Massachusetts, New York, New Jersey, and others—wedisclosesalary ranges in all job postings and provideadditionalinformation 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

Benefits

If you want to solve one of the most difficult issues of our time and save lives doing it, you want to work at Evolv. We are passionate, knowing that what we do and how we do it can affect life or death situations for our customers. At Evolv, you will have unparalleled exposure to all aspects of our business, working with a talented team that shares our vision for a safer world. If you are inspired by invention and gain satisfaction from seeing how your work impacts the bigger picture, Evolv will be a great fit.