Customer Success Manager, East

About this role

The 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 Success Manager (CSM), 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.

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 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.