Customer Enablement Manager, West

Evolv Technologies Inc.•Sacramento, CA

6d•$73,000 - $117,000•Hybrid

About The Position

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.

Requirements

Excellent relationship building skills.
Passionate about the customer experience.
Inspired to help make the world a safer place.
Competent in Evolv’s products, workflows, and enablement methodology.
Knowledge of the CX operating model (onboarding, enablement, training, adoption, renewal readiness, customer health).
Ability to build relationships with Sales, Program Management, Support, Technical Sales & Solutions, Channel Operations, and Marketing.
Ability to engage with customers - supporting onboarding activities, training preparation, and early adoption.
Ability to deliver virtual and onsite training sessions covering system operation, best practices, and Evolv Academy learning paths.
Ability to develop baseline success plans for accounts that focus on adoption, learning milestones, and operational excellence.
Ability to monitor customer health, usage signals, and feedback to identify risks early and mitigate them through cross-functional collaboration.
Ability to lead regular performance reviews and business value conversations using customer dashboards.
Ability to manage a smooth renewal readiness process by ensuring strong adoption, value realization, and risk reduction.
Ability to maintain an internal network of cross-functional partners.
Ability to drive scalable improvements to the broader customer enablement program.
Ability to deliver structured training sessions (onsite and virtual) tailored to each customer’s operational environment.
Ability to build and execute proactive success plans to drive consistent system usage, optimized detection performance, and operator confidence.
Ability to continuously guide customers to evolve their workflows, staffing, and operating procedures to maximize value.
Ability to promote adoption of MyEvolv, training content, and all customer enablement resources.
Ability to conduct scheduled check-ins, performance reviews, and Quarterly Business Reviews (QBRs).
Ability to work with Red Accounts team to identify at-risk accounts and help develop get-well plans to get them in good health.
Ability to coordinate with Support, Technical Sales & Solutions and other teams to ensure escalations are handled promptly.
Ability to maintain clean, accurate CRM documentation including contacts, milestones, health scores and renewal context.
Ability to proactively identify and engage the appropriate customer stakeholder’s day-to-day champions, operational owners and economic buyers.
Ability to lead the enablement workstream that ensures customers achieve the outcomes required for renewal.
Ability to minimize renewal friction by driving strong adoption, ensuring operators are well trained, and clearly demonstrating ongoing business value.

Nice To Haves

Experience in the Western region including; Arizona, Utah, Nevada, California & Washington.

Responsibilities

Build strong relationships with your portfolio of customers and ensure they onboard successfully, adopt consistently, operate confidently and realize meaningful outcomes from their investment.
Help customers onboard successfully, adopt consistently, operate confidently and realize meaningful outcomes from their investment.
Drive customer satisfaction, system utilization, risk mitigation, and ultimately successful subscription renewals.
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.
Develop baseline success plans for your accounts that focus on adoption, learning milestones, and operational excellence.
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.
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.
Customer onboarding, and go-live activities with Program Management, TSS, and Support.
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 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).
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.
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.