Customer Success Manager (Revenue Cycle Management)

Torch Technology; New York (NY); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

401k benefits with Slavic

Unlimited PTO

Commuter benefits for hybrid employees

Medical and dental coverage with Aetna

Fully stocked pantry and fridge for hy

Work from home stipend

Maternity and Paternity leave

Job summary

Torch Technology seeks an RCM Customer Success Manager to shape the customer experience for our AI-powered revenue cycle product. You will partner with dental practices to drive adoption, guide go-live, and ensure ongoing value.

You’ll manage onboarding, serve as the primary contact across solo practices to DSOs, relay feedback to Product and Engineering, and help define escalation and health-score processes in a fast-scaling environment.

Qualifications

• Experience in customer success or implementation in healthcare SaaS.
• Strong written and verbal communication skills.
• Familiarity with RCM and dental billing workflows.
• Ability to work in a fast-scaling startup environment.

Responsibilities

• Own onboarding for new RCM customers: lead kickoff calls and guide live deployment.
• Be the primary contact for a growing book of RCM accounts through go-live and renewal.
• Advocate for customers internally: feedback to Product, Engineering, and Sales.
• Help build onboarding scripts, health-score criteria, and escalation processes.
• Partner with sales, product, and billing-ops during handoff from sales-closed to customer-live.
• Handle HIPAA-sensitive onboarding (BAAs, PMS credentials, payer portal access).

Skills

Customer Success

Onboarding

Healthcare Billing

Payer Systems

Communication

Tech Aptitude

Tools

Dentrix

Open Dental

Eaglesoft

Job description

• As an RCM Customer Success Manager you’ll play a critical role in shaping the customer experience for our AI-powered revenue cycle management product, partnering closely with dental practices to drive successful adoption, deliver measurable outcomes and help build the foundation for how we scale RCM Customer Success
• Torch Revenue Cycle Management is Torch Dental’s second product: an AI-enabled revenue cycle management platform that helps dental practices
• We’re launching the product to single practices, multi-location groups and emerging DSOs. We’re hiring our first dedicated Customer Success Manager for this product to own the customer relationship end-to-end: from kickoff and payer/PMS setup, through go-live, through ongoing retention and expansion
• Own onboarding for new RCM customers: lead kickoff calls, and guide practices through going live and continuing to engage with the platform
• Be the primary point of contact for a growing book of RCM accounts — spanning solo practices, groups, and emerging DSOs — through go-live, steady-state usage, and renewal
• Be the customer’s advocate internally: feed structured feedback to Product and Engineering on integration issues, payer coverage gaps, and workflow pain points, and to Sales on expansion and DSO opportunities
• Help build the playbook: since this is a new, high-touch, fast-scaling function, you’ll help define onboarding scripts, health-score criteria, and escalation processes as much as execute them
• Partner closely with the RCM sales, product, and billing-ops team during the handoff from sales-closed to customer-live, and take that ownership off their plates
• Handle the compliance-sensitive parts of onboarding correctly — BAAs, PMS credentials, payer portal access — in a HIPAA-aware way

Benefits

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

Process-builder mindset: comfortable creating and iterating on onboarding scripts, health-score frameworks, and escalation paths rather than inheriting a mature oneComfort operating in ambiguity: this is a first-of-its-kind role at Torch, without an existing playbook, on a product that is itself still early and evolving3–5+ years in a customer success, account management, or implementation role, ideally in a startup or fast-scaling SaaS environmentStrong written and verbal communication — you’ll be explaining claims and billing concepts to dental office staff and translating customer workflows back to engineering and productStrong tech competency — you will be working directly with customers on integrating several solutions and will need to do basic tech implementation. You should feel comfortable with tech and learning new solutionsFamiliarity with dental practice management systems (Dentrix, Open Dental, Eaglesoft, or similar) is a strong plus; comfort learning new PMS and payer systems quickly is requiredBackground as a dental or medical biller, RCM specialist, or practice managerDirect, hands-on experience with dental or medical billing / revenue cycle workflows — you know what an EOB, ERA, clearinghouse, and payer portal are, and ideally have touched claims submission or payment posting yourselfExperience supporting healthcare or dental customers through a HIPAA-regulated onboarding process (BAAs, PHI handling)Experience with Salesforce or a comparable CRM for account and health trackingExperience working with DSOs (dental support organizations) or multi-location group practices