Strategic Customer Success Manager

Torch Dental; Austin (TX); On-site; USD 60,000 - 85,000; Full time

Job summary

Torch Dental is a high-growth, venture-backed vertical SaaS company transforming how dental practices run their businesses. We are seeking a Customer Success Manager to deliver exceptional onboarding, support early adoption, and drive renewals.

In this role you’ll own a portfolio of accounts from onboarding through renewal, drive product usage, track health, and collaborate with product and ops to improve the customer experience. This is a fast-paced, customer-obsessed team.

Qualifications

• 1-2+ years in a customer success, account management, or sales, ideally in a startup or fast-scaling SaaS environment.
• Strong 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 key.
• 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 solutions.
• Excellent 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.

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, 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.

Skills

Customer success

SaaS experience

Communication

Organization

Job description

Torch Dental is a high-growth, venture-backed vertical SaaS company transforming how dental practices run their businesses. We are seeking a Customer Success Manager to deliver exceptional onboarding, support early adoption, and drive renewals.

In this role you’ll own a portfolio of accounts from onboarding through renewal, drive product usage, track health, and collaborate with product and ops to improve the customer experience. This is a fast-paced, customer-obsessed team.