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Torch Dental is a high-growth, venture-backed vertical SaaS company transforming how dental practices operate their businesses. This Customer Success Manager role is foundational and focused on delivering exceptional customer experience and driving value across a portfolio of small to mid-sized dental practice accounts.
You will own a book of 250-350 customer accounts from onboarding through early adoption to renewal. Key responsibilities include:
**Customer Relationship Management:**
- Guide customers through onboarding and early adoption with regular check-ins, education, and support touchpoints
- Understand customer goals and challenges, ensuring Torch delivers on their needs
- Track account health, flag retention risks early, and surface concerns to leadership
- Help customers maximize value from Torch's features, particularly around cost savings, time efficiency, and vendor consolidation
- Use data and platform insights to personalize outreach and demonstrate measurable value
- Run regular practice reviews with customers for goal alignment and continuous optimization
- Focus on GMV (gross merchandise value) retention, ensuring customers consolidate and grow purchasing on the platform
**Internal Collaboration & Process Improvement:**
- Log customer insights in Salesforce and identify trends across your book of business
- Provide feedback to product, supplier, and operations teams based on customer conversations
- Support pilot programs and process experiments in cross-functional collaboration with product, engineering, and supplier teams
This is an excellent opportunity to build a career in Customer Success with a fast-growing, customer-obsessed team.
**Requirements:**
- 1-2+ years in customer success, account management, or sales, ideally in a startup or fast-scaling SaaS environment
- Strong written and verbal communication skills; you'll work with dental office staff through onboarding, adoption, and long-term retention, establishing yourself as their key source of support
- Strong tech competency; you will communicate directly with customers on integrating their ordering processes into the solution and need to support users who may not be tech-first
- Excellent organizational skills to manage 250-350 accounts and context-switch between new and established customers' daily needs
