Customer Enablement Manager

Evolv Technology; Remote; USD 73,000 - 117,000; Full time

Job summary

A safety technology company is seeking a Customer Enablement Manager to enhance customer onboarding, training, and success. This role is critical for building relationships with customers to help them realize the full value of Evolv's products. The successful candidate will need to deliver tailored training, monitor customer usage, and help drive value realization. The position is based in Eugene, Oregon but open to candidates throughout the Western US. Competitive salary with a comprehensive benefits package included.

Benefits

Medical, dental, and vision insurance

Health Savings Account (HSA)

401(k) with 2% company match

Flexible Paid Time Off (PTO)

Tuition reimbursement

Quarterly stipend for personal benefits

Equity options

Qualifications

• Proven experience in customer success or account management roles.
• Ability to build strong relationships and communicate effectively.
• Experience with onboarding and training processes.

Responsibilities

• Oversee customer onboarding and success initiatives.
• Train and educate customers on product usage.
• Monitor and promote customer engagement and satisfaction.

Skills

Relationship building

Customer experience

Training facilitation

Problem-solving

Education

Bachelor's degree

Job description

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.

Performance Outcomes

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?

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.
• 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.

Leadership and Team Culture

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.

Location

Location: While this role is posted for a candidate ideally based in Portland, Oregon, we are open to exceptional candidates in other locations throughout the Western region with transportation accessibility. The role is flexible within our Western Region including Arizona, Utah, Nevada, California, and Washington.

Travel: Travel demands will fluctuate with customer engagement, trade shows, and your territory strategy, and may reach 25‑30% of the 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 $73,000 – $117,000. 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.

Benefits

At Evolv, we're on a mission to help make public spaces safer through innovative security technology. Our teammates embody our values: do the right thing, always; put people first; own it; win together; and be bold, stay curious.

• Equity as part of your total compensation package.
• Medical, dental, and vision insurance.
• Health Savings Account (HSA).
• A 401(k) plan with a 2% company match.
• Flexible Paid Time Off (PTO) – take the time you need to recharge, with manager approval and business needs in mind.
• Quarterly stipend for perks and benefits that matter most to you.
• Tuition reimbursement to support your ongoing learning and development.
• Subscription to Calm.

Equal Opportunity & Inclusion

Evolv Technology ("Evolv") is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We welcome and encourage diversity in the workplace, and all employment decisions are made without regard to race, color, religion, national or social origin, sex (including pregnancy), age, disability, HIV status, sexual orientation, gender identity and/or expression, veteran status, or any other status protected by law in the locations where we operate. Evolv will not tolerate discrimination or harassment based on any of these characteristics.

Evolv is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. If you need a reasonable accommodation as part of the job application process, please connect with us at [e-mail].

Evolv participates in E‑verify for all employees after the completion of Form I‑9.