Strategic CSM for SaaS Growth & Retention

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

Job summary

Torch Dental is seeking a Customer Success Manager to manage a portfolio of dental practices from onboarding through adoption and renewal. You’ll drive usage and value, maintain strong relationships, and ensure customer goals are met with Torch’s marketplace platform.

You’ll collaborate with product, operations and supplier teams to improve the customer experience, while documenting insights and advocating for customers across the organization.

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 engage dental office staff during onboarding, adoption and retention.

Responsibilities

• Own onboarding, adoption, renewals and renewals for a portfolio of accounts.
• Drive product usage, value realization, and regular check-ins with customers.
• Understand customer goals and ensure Torch delivers on their needs.
• Track account health, surface retention risks early and escalate as needed.
• Help customers maximize Torch features for cost savings and time efficiency.
• Log key insights in Salesforce and share feedback with product and operations teams.
• Lead quarterly reviews to align goals and maximize platform success.
• Focus on GMV retention and growth through account expansion.

Skills

Customer success

Account management

Sales

Communication

Tech competency

Data-driven

Tools

Salesforce

Job description

Torch Dental is seeking a Customer Success Manager to manage a portfolio of dental practices from onboarding through adoption and renewal. You’ll drive usage and value, maintain strong relationships, and ensure customer goals are met with Torch’s marketplace platform.

You’ll collaborate with product, operations and supplier teams to improve the customer experience, while documenting insights and advocating for customers across the organization.