Manager/Senior Manager, Onboarding

Full-time | Remote | Reports to VP of Customer Experience

About LIV

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 AHJs manage fire safety standards nationwide.

To learn more about LIV, visit livsafe.com

Summary

LIV’s Senior Manager of Onboarding will manage LIV’s onboarding team and lead the end-to-end onboarding process for both new customers (fire and public safety departments in cities, towns, and counties) and new partners (3rd-party inspection companies and property owners). Reporting to LIV’s VP of Customer Experience, this role will develop and refine scalable processes for onboardings, implementations, and integrations, and oversee a team of onboarding specialists who execute successful, repeatable onboardings for customers and partners. This is a “player-coach” role, requiring someone who can strategically develop and lead a function while also actively handling onboardings and projects themselves.

Key Responsibilities

• Continue to develop and refine onboarding processes and best practices.
• Build, mentor, and lead a high-performing onboarding team.
• Oversee the planning, scheduling, and execution of onboardings, ensuring projects are on time and aligned with customer expectations.
• Implement and test integrations with RMS systems (e.g., First Due, ESO, ImageTrend, etc.) if part of customer onboarding and deployment.
• Utilize and enhance AI tools to accelerate and improve onboardings.
• Work closely with Sales to align customer expectations and develop customer-facing materials that support a seamless onboarding experience.
• Partner with Sales and Customer Success to ensure seamless handoffs, successful onboardings, and long-term customer adoption.
• Serve as technical and product expert in support of Customer Success teams, and collaborate on Customer Success initiatives.
• Provide product and customer feedback to Product and Engineering teams.
• Develop KPIs and reporting needs to measure onboarding success, efficiency, and customer satisfaction.

Qualifications

• 5+ years of experience in SaaS customer onboarding, implementations, professional services, or project management. Experience in customer success and client services is also valued.
• Experience in Govtech and/or SaaS solutions for the fire prevention and public safety markets is valued.
• Proven track record of refining and executing repeatable processes for onboarding and implementations.
• Excellent organizational, time management, and project management skills.
• Exceptional communication and relationship-building skills with the ability to engage a wide range of external and internal stakeholders.
• Commitment to customer success and a passion for public service, community safety, and improving fire safety compliance.

Compensation & Benefits

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