Customer Success Manager

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. We will not be successful until our customers receive massive value from our service and continue to partner with us regularly. We’re looking for Customer Success Managers who will build lasting relationships with our customers and ensure they are deriving maximum value from their investment.

As the ultimate advocate for your portfolio of accounts, you will be a trusted advisor partnering with our customers to establish proactive success plans that promote product adoption, overall customer satisfaction, and ultimately subscription renewals.

Success in the Role: What are performance outcomes over the first 6-12 months you will work toward completing?

 Within 1 month - 3 months, you will:

· Participate in EvolvED, our new hire orientation, located at our HQ in Waltham, MA

· Get access to tools and applications, meet members of the customer success team and other members of the organization, and begin building relationships

· Build upon lessons from orientation, technical training, Evolv Academy (LMS) sessions, and team-based peer support 

· Begin to work closely with colleagues in Sales, Marketing, Logistics, and Support to understand the background of any existing customers who will be part of your portfolio

· Begin meeting with and working day-to-day with important customers.

· Gain a deep-dive understanding of processes and customers via shadowing onsite and go-lives. Within 3 months you should have put the above information all together, gaining a strong understanding of our people, processes, tools and collected various resources available to do your job successfully. 

Within one year, you will:

· Have developed the capability to provide training on Evolv products, demonstrating your deep understanding and proficiency.

· Become a strong advocate for your customers within the organization, characterized by established and trust-based relationships.

· Have created a robust network of colleagues within our global organization. This network will be a valuable asset, enabling you to leverage collective expertise and support to ensure the success of our customers.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

As a high-touch CSM, your regular activities may be modified to suit the needs of your …