Customer Enablement Manager, West

The Work

• 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
• 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 & 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.
• The team is composed of technical experts and seasoned business leaders with firsthand customer-facing expertise.

Location & Travel

• 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 & 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.