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About the Role
Customer Success Manager is a foundational role focused on delivering an exceptional customer experience and driving value across a book of small to mid-sized accounts. You’ll guide customers through onboarding, support their early adoption, and proactively work to retain and grow their relationship with Torch. This role is ideal for someone eager to build a career in Customer Success with a fast-growing, customer-obsessed team.
Responsibilities
- Own a portfolio of complex customer accounts from onboarding through early adoption to renewal, ensuring a smooth and supportive experience.
- Drive product usage and value through regular check-ins, education, and support touchpoints.
- Understand customer goals and challenges and ensure Torch is delivering on their needs.
- Track account health, flag potential risks early, and surface retention concerns to the team.
- Help customers get the most out of Torch’s features, especially those related to cost savings, time efficiency, and vendor consolidation.
- Use data and platform insights to personalize outreach and demonstrate value (savings, time saved, etc.)
- Run regular practice reviews with customers for goal alignment and consult on how they can continuously maximize their success on the platform.
- Focus on GMV retention, helping ensure that customers continue to consolidate and grow their purchasing on Torch over time.
- Log key customer insights in Salesforce and help identify trends across your book of business.
- Provide feedback to the product, supplier, and operations teams based on customer conversations.
- Support pilot programs or process experiments in cross-functional collaboration with product, engineering and supplier teams.
Requirements
- 1-2+ years in a customer success, account management, or sales, ideally in a startup or fast-scaling SaaS environment.
- Strong written and verbal communication skills to build trust and establish yourself as a key source of support.
- Strong tech competency to work with customers on integrating their current ordering processes into the solution.
- Excellent organizational skills to manage 250-350 accounts and context switch between new and established customers.
Skills
- Customer engagement
- Platform expertise
- Retention
- Renewals
- Customer feedback capture
- Salesforce
- Data analysis
- Communication
- Tech competency
- Organizational skills
Work Type
- Full-time
Experience Level
- 1-2+ years
About the Company
- Torch Dental is a high-growth, venture-backed vertical SaaS company transforming how dental practices run their businesses.
- Our mission is to give every dental office the modern software, automation, and visibility they need to operate efficiently and profitably.