Manager, Customer Success

LIV • Chubbuck, ID

8d • Remote

About The Position

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

Requirements

• 5+ years of experience in SaaS Customer Support is required.
• Experience managing a support team is highly valued
• Deep experience and expertise with modern customer support SaaS products (such as Zendesk, Intercom/Fin, etc.) is required
• Demonstrable experience using and administering Intercom/Fin is - including workflows, macros, tags, attributes, AI self-service, and reporting, is highly valued
• Strong operational mindset with experience building reporting frameworks and executive-level dashboards
• Excellent communication skills with the ability to effectively engage with executives and frontline teams across the company
• Excellent written, verbal, presentation and interpersonal skills
• Proficiency with work productivity applications including Google Workspace applications, CRM applications (ideally Salesforce), and other software tools
• Ability and willingness to travel periodically for team meetings and events, customer meetings, and other events or conferences
• Interest and desire to work at a fast-growing software company with the mission of helping fire departments protect life and property, reduce fire-related risks, and improve community safety

Responsibilities

• Manage, develop, and lead a lean, high-performing Customer Support team.
• Coaching team members through their growth and development
• Oversee daily support operations, ensuring timely, accurate, and empathetic responses across all channels.
• Serve as a “player-coach”, handling some customer issues and becoming a product expert in the LIV platform
• Develop and maintain reporting on support operations and outcomes that provide visibility into customer trends, support volume, product signals, and operational KPIs.
• Improve the customer experience through setting and achieving targets for CSAT, first response time, resolution time, and one-touch resolution.
• Help drive LIV’s AI and automation strategy within Customer Support, including AI-powered self-service and agent-assisted service. Own the management, configuration, and ongoing optimization of Intercom/Fin.
• Partner with Customer Success, Product, and Engineering to streamline escalations and improve customer outcomes.
• Work closely with Customer Success to ensure seamless handoffs, aligned messaging, and shared customer insights.
• Partner with Product to surface customer feedback, identify product gaps, and influence roadmap priorities.
• Support Marketing and Customer Experience (CX) teams on customer communications, proactive outreach, and education initiatives.
• Collaborate with Customer Education to continuously refresh the knowledge base, ensuring help articles and self-serve content stay accurate and comprehensive.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed