Manager of Customer Education

Full-time | Remote - US | Reports to VP of CX | Travel: Periodic travel as needed

About LIV

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.

About the Role

We are seeking a Manager of Customer Education to lead the development and delivery of training programs for LIV customers, including fire departments (AHJs), prevention bureaus, and third-party inspection companies.

This role sits at the intersection of product, customer success, and onboarding. The Manager of Customer Education will design and deliver training that helps customers adopt LIV’s platform efficiently while also building scalable learning resources such as knowledge articles, playbooks, and training content.

The ideal candidate is comfortable training both technical and non-technical users, building structured learning programs, and leveraging modern tools, including AI-assisted content creation, to scale training and documentation.

Responsibilities

Customer Training & Enablement

· Design and deliver training programs for Authorities Having Jurisdiction (AHJs), fire departments, and inspection companies adopting the LIV platform

· Lead live virtual and in-person training sessions and customer education webinars

· Develop structured programs to accelerate customer adoption and product proficiency

· Translate complex product workflows into clear, practical training for prevention teams and inspectors

Content Development

· Create and maintain training materials, product documentation, and learning resources in a variety of media formats

· Examples include: training guides, video tutorials, user guides, product documentation, and knowledge base articles

· Partner with Product and Customer Success teams to continuously update and revise training content to reflect the latest product updates and best practices

Scalable Learning Systems

· Build a repeatable training framework that supports LIV’s growing customer base

· Develop self-service learning materials and structured pathways for new customers

· Implement and manage training documentation systems and knowledge repositories

AI-Enabled Content Creation

· Leverage AI tools and automation to accelerate training content creation and knowledge management

· Implement scalable workflows for updating documentation and training resources as the product evolves

Cross-Functional Collaboration

· Work closely with Customer Success, Product, and Sales teams to identify customer education needs

· Capture common customer questions and convert them into training resources and knowledge articles

· Provide feedback to Product teams based on training insights and customer learning challenges

Skills, Experience, and Qualifications

· 3+ years of experience in SaaS product training, customer education, or instructional design. Direct experience in delivering training for software or SaaS products is required

· 5+ years of experience working at SaaS companies is required.

· Experience with govtech companies and/or working with municipalities, fire departments, or public safety organizations is highly valued

· Strong ability to translate technical workflows into clear, practical training

· Experience developing training content such as documentation, playbooks, and knowledge articles is required

· Excellent communication, presentation and organizational skills

· Experience working with AI tools to assist with content creation, documentation, or knowledge management is preferable

· Experience using learning management systems, knowledge bases and other training tools is required.

Why LIV

· Mission-driven work that directly impacts community safety

· High-growth environment with real ownership and visibility

· Collaborative, low-ego team focused on execution and continuous improvement

· Opportunity to shape how Customer Experience is built and scaled

· Remote-first culture with flexibility

Compensation & Benefits

· Competitive compensation and performance-based incentives

· Comprehensive benefits, including healthcare, 401(k), and generous PTO

· Opportunities for professional growth and development

· The opportunity to make a measurable impact in protecting communities nationwide