Senior Customer Success Manager

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

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

About the Role

The Senior Customer Success Manager (Sr. CSM) at LIV manages customer (post-sales) relationships with Fire Departments and Authorities Having Jurisdiction (AHJs), ensuring they maximize the value of LIV’s software solutions for ITM, compliance and fire prevention. This senior level role combines proactive customer engagement, product adoption, and strategic guidance to drive customer satisfaction, retention, and growth. The Senior CSM acts as a trusted advisor to fire marshals and prevention teams, helping them leverage LIV’s offerings to protect life and property, reduce fire-related risks, and improve community safety.

Key Responsibilities

Customer Engagement & Success

• Serve as the primary point of contact for assigned fire departments and public safety customers, managing relationships and ensuring customer satisfaction.

• Monitor usage and performance data to identify opportunities for success, expansion, or risk mitigation.

• Collect customer feedback and work closely with the Product team to prioritize enhancements.

• Partner with Sales, Marketing, Finance and internal account teams to drive retention, renewals, and upselling strategies.

• Educate customers on LIV product and program best practices.

• Apply your fire service, life safety and fire prevention expertise to assess customer workflows, identify pain points, and understand their operational requirements.

Strategic Advisory & Product Adoption

• Serve as a subject matter expert externally with customers, partners and prospects, as well as internally with the LIV product, sales and Customer Experience (CX) teams, on fire service industry trends, requirements and prevention best practices. helping customers apply software to meet industry requirements and improve workflows.

• Provide actionable insights and analytics to customers for strategic decision-making and operational improvements.

• Support customers in leveraging data from LIV’s platform to optimize operations and compliance.

Industry Leadership

• Represent LIV and engage with select regional associations and industry groups. Meet and network with customers, prospects and partners.

• Stay informed on industry developments and trends, providing insight and thought leadership to customers and the LIV team.

Skills, Experience & Qualifications

· 15+ years of fire service experience at a fire department or AHJ

· 5+ years in fire prevention, such as Fire Marshal, Assistant Fire Marshal, or Senior Fire Inspector

· Deep, practical knowledge of fire prevention, including fire codes, inspections, permitting, investigations, and community risk reduction

· Strong understanding of fire department operations and workflows

· Experience engaging with industry associations or committees is highly valued

· Relevant certifications such as ICC Certified Fire Marshal, Fire Plans Examiner, or Fire Inspector I or II are preferred

· Strong communication, presentation, and relationship-building skills

· Comfortable working with technology, including CRM systems and productivity tools (Microsoft Office, Google Workspace)

· Experience in a software or GovTech environment is a plus, but not required

· Willingness to travel up to 25%

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

The Bottom Line

This role is about credibility, trust, and impact. If you’ve spent your career in fire service and want to bring that expertise into a high-growth technology company where you can influence how departments operate and protect their communities, this is a unique opportunity to do that at scale.