Customer Success Manager

Customer Success Manager

Full-time | Remote - US | Reports to Director of CS | Travel:
Periodic travel as needed

Life Safety Inspection Vault (LIV) is a leading innovator in fire safety and compliance software solutions. Our flagship Inspection, Testing, and Maintenance (ITM) platform empowers fire departments, businesses, and third‑party inspectors across the United States to streamline fire safety compliance. By offering real‑time tracking, automation, and collaborative tools, LIV simplifies risk assessments, inspection reporting, and regulatory compliance management. Our mission is to enhance safety, reduce fire‑related risks, and provide a seamless, technology‑driven approach to protecting lives and properties.

With a commitment to excellence, LIV is focused on transforming how cities and towns manage fire safety standards nationwide.

The Customer Success Manager (CSM) at LIV manages post‑sales relationships with fire departments and Authorities Having Jurisdiction (AHJs), ensuring customers realize the full value of LIV’s Inspection, Testing, and Maintenance (ITM) and compliance platform. The CSM drives product adoption, provides strategic guidance, and partners closely with customers to improve compliance, reduce risk, and enhance community safety.

Candidates should bring experience from one of the following:

• Fire Service / AHJ Background (Strongly Preferred) Experience working within a fire department, ideally in fire prevention (e.g., Fire Marshal, Inspector, Prevention Officer), combined with familiarity with fire safety or compliance software
• SaaS / Gov Tech Background (Public Safety Focus) Experience in customer success, account management, or other customer‑facing roles supporting fire service, public safety, or compliance‑focused software solutions

• Serve as the primary point of contact for assigned fire departments and public safety customers, building strong, trusted relationships
• Drive product adoption and ensure customers are realizing value from the LIV platform
• Monitor customer usage and performance data to identify opportunities for growth, optimization, and risk mitigation
• Provide strategic guidance and best practices to help customers improve compliance, operations, and reporting
• Partner cross‑functionally with Sales, Product, Marketing, and Finance to support renewals, retention, and expansion efforts
• Collect and synthesize customer feedback, partnering with Product to inform enhancements and roadmap priorities
• Support customers in leveraging data and insights from the LIV platform to drive decision‑making and operational improvements
• Stay informed on industry trends, fire prevention practices, and regulatory changes, serving as a thought partner to both customers and internal teams

• 5+ years of experience in one of the following:
  • Fire service, preferably within fire prevention at an AHJ or fire department
  • Customer success, account management, or similar roles within SaaS/Gov Tech supporting fire service or public safety
• Strong understanding of fire prevention, inspections, compliance workflows, or public safety operations is highly preferred
• Ability to build credibility and effectively engage with fire service professionals and public sector stakeholders
• Excellent written, verbal, presentation, and interpersonal communication skills
• Proficiency with CRM systems and standard productivity tools (Google Workspace, Microsoft Office, etc.)
• Ability and willingness to travel for customer meetings and events, up to 25%
• Interest in working in a fast‑growing, mission‑driven software company focused on improving public safety

• Full‑time remote position with flexible work arrangements.
• Competitive compensation with comprehensive benefits, including healthcare, 401(k) plan, and generous PTO.
• Professional growth and development opportunities.
• Opportunity to make a measurable impact in protecting communities and improving public safety nationwide.