Customer Success Lead: Onboarding, Adoption & Renewal

Torch Dental; Austin (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Torch Dental is seeking a Customer Success Manager to own a portfolio of small to mid-sized dental practice accounts, guiding onboarding, adoption, and renewals. You will drive product usage, capture feedback, and work with Sales, Product, and Operations to improve the customer experience.

The role emphasizes retention, renewals, and value demonstration through data-driven outreach and regular business reviews.

Qualifications

• 1–2+ years in a customer success, account management, or sales role in a startup or fast-scaling SaaS environment.
• Strong written and verbal communication to work with dental office staff during onboarding and retention.
• Tech-savvy and able to communicate with users who may not be comfortable with tech-first solutions.
• Excellent organizational skills to manage 250–350 accounts and switch context as needed.

Responsibilities

• Own a portfolio of accounts from onboarding through early adoption to renewal.
• Drive product usage and value through regular check-ins and education.
• Track account health and surface retention concerns to the team.
• Log key customer insights in Salesforce and relay feedback to product/ops teams.
• Support cross-functional pilots and process improvements with product, engineering, and supplier teams.

Skills

Customer success

Account management

Communication

Tech competency

Organization

Tools

Salesforce

Job description

Torch Dental is seeking a Customer Success Manager to own a portfolio of small to mid-sized dental practice accounts, guiding onboarding, adoption, and renewals. You will drive product usage, capture feedback, and work with Sales, Product, and Operations to improve the customer experience.

The role emphasizes retention, renewals, and value demonstration through data-driven outreach and regular business reviews.