Customer Success Manager

About Us:

Torch Dental is a rapidly growing start-up whose mission is to improve the lives of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing a previously outdated ordering process. Torch is targeting the $100+ billion office-based healthcare supply industry, starting with dental practices. Our innovative e-commerce software platform streamlines healthcare professionals' procurement process and secures the best prices for products.

We are a close‑knit team that enjoys working together every day to solve real‑world problems. We obsess over customer satisfaction, promote a strong bias for action, encourage team members to engage in impactful work, and foster a one team culture. Our goal is to create better solutions to help healthcare professionals succeed, and we are looking for people like you to help bring this vision to life.

About the Role:

At Torch, we're on a mission to help dental practices save money, simplify ordering, and consolidate vendors. Our Customer Success team is the heartbeat of that mission, ensuring customers get measurable value and a seamless experience. We're looking for a Customer Success Manager to join our growing team. You'll manage a portfolio of small to mid-sized accounts, guide customers through onboarding and adoption, and play a key role in retention and growth. Along the way, you'll develop expertise in customer engagement, platform usage, and account management—while collaborating across teams to improve the overall customer journey.

Location:

Austin, Texas or New York City

(in office Monday - Thursday, flexibility on Friday)

Key Responsibilities:

• Own a portfolio of small to mid-sized dental practice customer accounts, ensuring a smooth onboarding, platform adoption, and renewals
• Drive product usage and value through proactive check-ins, education, and support
• Understand customer goals, track account health, and flag risks early to ensure retention
• Help customers maximize Torch features like cost savings, efficiency, and vendor consolidation
• Run quarterly reviews with customers to align on goals and highlight Torch's value
• Assist with account setup, order building, and Torch platform education
• Log key customer insights in Salesforce and identify trends across your book
• Collaborate with Product, Operations, and Supplier teams by sharing feedback and insights
• Support pilot programs and contribute to process improvements with senior team members

About You:

• 2 to 5 years of experience in Customer Success, Account Management, or a client-facing role
• Strong communication and relationship-building skills
• Comfortable with having significant phone and video call time with customers for relationship management
• Comfort with using data and insights to drive conversations
• A proactive, detail-oriented mindset with a focus on customer value
• Eagerness to learn, grow, and contribute to a fast-paced, customer-obsessed team

Bonus:

• Experience at a fast-growing startup
• Experience in healthcare and dental industry
• Knowledge of working with SMBs (small and medium business)
• Experience using CRM tools (e.g. Salesforce)

Compensation and Benefits:

• Compensation: OTE range of $84,000-87,000 dependent on location, Base salary between $61,000–$64,000 depending on location and experience (Includes material upside commission potential)
• Medical and dental coverage with Aetna
• 401k benefits with Empower
• Unlimited paid time off (PTO)
• Maternity and Paternity leave
• Commuter benefits for hybrid employees
• Fully stocked pantry and fridge for hybrid employees
• An employee-driven culture with happy hours, team events, and other initiatives to celebrate our many successes

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.