Customer Success Manager (Marketplace)

Torch Technology; Austin (TX); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

401k with Slavic

Medical and dental coverage with Aetna

Work from home stipend

Pantry and fridge stocked for hybrid

Maternity and Paternity leave

Unlimited PTO

Commuter benefits for hybrid employees

Job summary

Torch Technology is seeking a Customer Success Manager to guide a portfolio of small to mid-sized accounts from onboarding through early adoption to renewal. You will drive product usage, educate customers, and proactively retain and expand relationships, focusing on cost savings and time efficiency within a fast-growing, customer-obsessed team.

Responsibilities include capturing feedback, documenting insights in Salesforce, and collaborating with product and operations to improve the overall

Qualifications

• 1–2+ years in customer success, account management or sales in a startup or fast-scaling SaaS environment.
• Excellent organizational skills managing 250–350 accounts and ability to context switch.
• Strong written and verbal communication; building trust with dental office staff during onboarding and retention.

Responsibilities

• Own a portfolio of accounts from onboarding through early adoption to renewal.
• Drive product usage and value through regular check-ins, education, and support touchpoints.
• Capture customer feedback and surface patterns for cross-functional improvement.
• Log key insights in Salesforce and collaborate with product, engineering and operations.
• Conduct practice reviews for goal alignment and maximize success on the platform.
• Focus on retention and renewals to grow Torch’s relationship with customers.

Skills

Customer success

Account management

Sales

Organizational skills

Communication (written & verbal)

Tools

Salesforce

Job description

• 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
• In this role, you’ll use core skills in customer engagement, platform expertise, and will be heavily focused on retention and renewals
• You’ll also play an important role in capturing customer feedback, identifying patterns, and collaborating cross-functionally to improve the overall experience
• This is a great opportunity for someone eager to build a career in Customer Success with a fast-growing, customer-obsessed team
• Customer Relationship Management:
• 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
• Internal Collaboration & Process Improvement:
• 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

Benefits

• 401k benefits with Slavic
• Medical and dental coverage with Aetna
• Work from home stipend
• Fully stocked pantry and fridge for hybrid employees
• Maternity and Paternity leave
• Unlimited paid time off (PTO)
• Commuter benefits for hybrid employees

Strong tech competency. You will be working directly with customers on integrating their current ordering processes into our solution and will need to be able to communicate with users who may not be as comfortable with tech-first solutionsStrong written and verbal communication. You’ll be working with dental office staff through onboarding, adoption and long term retention so building trust and establishing yourself as their key source of support is key1-2+ years in a customer success, account management, or sales, ideally in a startup or fast-scaling SaaS environmentExcellent organizational skills, you will be managing 250-350 accounts in your book of business and need to be able to context switch as you assist both new and well established Torch customers with their every day needs