Marketplace Customer Success Manager: Retention & Growth

Torch Dental; New York (NY); On-site; USD 84,000 - 87,000; Full time

Job summary

Torch Dental is seeking a Customer Success Manager for its Marketplace, a fast-growing vertical SaaS company serving dental practices. You will guide customers from onboarding through early adoption to renewal, delivering exceptional support and driving measurable value across a portfolio of accounts.

You will collaborate with product, engineering and supplier teams, track health metrics, and focus on retention and GMV growth while helping customers realize cost and time savings through Torch

Qualifications

• 1–2+ years in customer success, account management or sales in a startup or fast-scaling SaaS environment.
• Strong written and verbal communication; you will work with dental office staff through onboarding, adoption and retention.
• Strong tech competency; you will integrate current ordering processes and communicate with users who may be less tech-savvy.
• Excellent organizational skills; manage 250–350 accounts and switch context as needed.

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 and time efficiency.
• 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 maximize success on the platform.
• Focus on GMV retention, helping ensure customers consolidate and grow their purchasing on Torch over time.

Skills

Customer success

Communication

Technical proficiency

Organization

Account management

Job description

Torch Dental is seeking a Customer Success Manager for its Marketplace, a fast-growing vertical SaaS company serving dental practices. You will guide customers from onboarding through early adoption to renewal, delivering exceptional support and driving measurable value across a portfolio of accounts.

You will collaborate with product, engineering and supplier teams, track health metrics, and focus on retention and GMV growth while helping customers realize cost and time savings through Torch