RCM Customer Success Manager for Dental SaaS Growth

Torch Dental; New York (NY); On-site; USD 87,000 - 105,000; Full time

Job summary

Torch Dental is hiring an RCM Customer Success Manager to own the customer relationship end-to-end for our AI-enabled revenue cycle management product. You will lead kickoff calls, assist with payer/PMS setup, go-live, and ongoing retention and expansion across solo practices, groups, and emerging DSOs.

You will partner with sales, product, and billing-ops during handoff and ensure HIPAA-compliant onboarding with BAAs and payer portal access.

Qualifications

• 3–5+ years in customer success, account management, or implementation in a startup or high-growth SaaS.
• Comfort operating in ambiguity: first-of-its-kind role on an evolving product.
• Strong written and verbal communication for explaining billing concepts to dental staff.
• Strong tech competency; comfortable with integration work and learning new systems.
• Process-builder mindset to create onboarding scripts, health-score frameworks, and escalation paths.
• Familiarity with dental PMS (Dentrix, Open Dental, Eaglesoft) is a strong plus; quick to learn new PMS.

Responsibilities

• Own onboarding for new RCM customers: lead kickoff calls, guide practices through going live.
• Be primary contact for a growing book of RCM accounts through go-live, steady-state usage, and renewal.
• Advocate internally: feed feedback to Product and Engineering on integration issues and to Sales on expansion.
• Help build the playbook: define onboarding scripts, health-score criteria, and escalation processes.
• Partner with the RCM sales, product, and billing-ops team during handoff from sales to customer-live.
• Handle HIPAA-sensitive onboarding tasks: BAAs, PMS credentials, payer portal access.

Skills

Customer success

Account management

Implementation

Communication

Tech competency

Tools

Salesforce

Job description

Torch Dental is hiring an RCM Customer Success Manager to own the customer relationship end-to-end for our AI-enabled revenue cycle management product. You will lead kickoff calls, assist with payer/PMS setup, go-live, and ongoing retention and expansion across solo practices, groups, and emerging DSOs.

You will partner with sales, product, and billing-ops during handoff and ensure HIPAA-compliant onboarding with BAAs and payer portal access.