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Torch Dental is a Series B venture-backed vertical SaaS company building a modern operating system for dental practices. The company recently launched its second product: an AI-powered Revenue Cycle Management (RCM) platform designed to help dental practices streamline claims, billing, and payment workflows. You will be hired as the first dedicated Customer Success Manager for this RCM product, owning the end-to-end customer relationship from initial kickoff through go-live, ongoing adoption, and renewal.
In this role, you will own onboarding for new RCM customers, serving as the primary point of contact for a growing portfolio of accounts spanning solo practices, multi-location groups, and emerging Dental Support Organizations (DSOs). You will lead kickoff calls, guide practices through platform go-live, and manage ongoing engagement and retention. You'll be the customer's internal advocate, feeding structured feedback to Product and Engineering on integration issues, payer coverage gaps, and workflow pain points, while also identifying expansion and DSO opportunities for the Sales team.
Since this is a newly created, high-touch function on a fast-scaling product, you will help define the playbook: developing onboarding scripts, health-score criteria, and escalation processes while executing them. You'll partner closely with the RCM sales, product, and billing-ops teams during the critical handoff from sales-closed to customer-live. A key responsibility is handling the compliance-sensitive aspects of onboarding correctly—managing Business Associate Agreements (BAAs), PMS credentials, and payer portal access in a HIPAA-compliant manner.
This role requires strong written and verbal communication skills to explain claims and billing concepts to dental office staff and translate customer workflows back to engineering and product teams. You'll work directly with customers on integrating multiple solutions and performing basic technical implementation, so comfort with technology and a willingness to learn new systems quickly are essential. The role demands a process-builder mindset and comfort operating in ambiguity, as you'll be iterating on processes rather than inheriting a mature playbook.
REQUIREMENTS:
- 3–5+ years in customer success, account management, or implementation roles, ideally in a startup or fast-scaling SaaS environment
- Comfort operating in ambiguity and building processes from scratch
- Strong written and verbal communication skills
- Strong tech competency; ability to work directly with customers on integrations and basic technical implementation
- Process-builder mindset; comfortable creating and iterating on onboarding scripts, health-score frameworks, and escalation paths
- Familiarity with dental practice management systems (Dentrix, Open Dental, Eaglesoft, or similar); ability to learn new PMS and payer systems quickly
NICE TO HAVE:
- Background as a dental or medical biller, RCM specialist, or practice manager
- Direct, hands-on experience with dental or medical billing and revenue cycle workflows (understanding EOBs, ERAs, clearinghouses, payer portals; experience with claims submission or payment posting)
- Experience supporting healthcare or dental customers through HIPAA-regulated onboarding
- Experience with Salesforce or comparable CRM for account and health tracking
- Experience working with DSOs or multi-location group practices
