Manager of Customer Success, Torch Technology
$150-165k
OTE
$110-125k
BASE
More information about location
3-5 days a week in office
Ordering & inventory tech for dental practices
Be an early applicant
Ordering & inventory tech for dental practices
101-200 employees
Be an early applicant
$150-165k
OTE
$110-125k
BASE
More information about location
3-5 days a week in office
101-200 employees
Company mission
To improve the lives of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing a previously outdated ordering process.
Role
Who you are
- A results-driven leader with a proven track record in customer retention, onboarding, adoption, and account growth, whether through Customer Success, Account Management, or high-touch Sales leadership
- Experience leading teams that own revenue outcomes and customer relationships in a high-growth B2B SaaS or marketplace environment, ideally with SMB customers
- Skilled at driving teams through change management initiatives such as pricing adjustments, product launches, and customer migrations
- Able to lead from the front by joining escalated customer calls, resolving escalations, and modeling best practices
- Strong cross-functional collaborator who can align stakeholders across Product/Engineering, Marketing, Operations, Supplier, and Sales teams
- Data-driven and comfortable analyzing onboarding, usage, GMV, retention and renewal metrics to guide decisions
- Excellent communicator with the ability to translate strategic initiatives into clear team execution plans
- 5+ years of experience in technology or SaaS, ideally in a startup or high-growth environment
- Proven track record in customer-facing roles with ownership for revenue outcomes (e.g. closing new business, expansions or renewals)
- 3+ years of people management experience, leading high-performing teams
- Strong familiarity with CRM tools (Salesforce preferred)
- Bonus: Background in dental or healthcare industries
What the job involves
- As the Manager of Customer Success, you will lead a team of Customer Success Managers (CSMs) who own the customer relationship from post-AE handoff through onboarding, account maturity, renewal, and expansion
- Your team’s first priority is ensuring every customer achieves a strong start from completing onboarding tasks on time, adopting Torch into their daily workflows, and seeing measurable value early in their lifecycle
- You will coach and enable your team to deliver on four core metrics:
- Onboarding Completion – Customers complete all implementation steps on schedule
- Onboarding Adoption – Customers actively use the platform’s core workflows and shift purchasing behaviors to Torch
- GMV Health – Customers maintain and grow gross merchandise volume over time
- Renewal Rate – Customers renew their subscription at or above current contract value
- In this role you will also lead the team through major company initiatives such as managing price increases, new product and upsell rollouts, migrating legacy customers to updated plans, and retention strategies that combine 1:1 engagement with proactive, cross-functional campaigns in partnership with multiple departments
- Lead the CSM team to consistently meet or exceed targets for onboarding completion, onboarding adoption, GMV health, retention rate, and renewal rate
- Build and refine onboarding processes to ensure a seamless, predictable, and fast time-to-value for customers
- Partner with Marketing and Product to create adoption campaigns that drive early and sustained usage
- Guide the team through price increases with minimal churn by reinforcing value and building trust
- Execute legacy customer migrations with high retention and smooth transitions
- Act as the primary escalation point for customer issues, resolving them quickly by coordinating across departments when necessary
- Create and maintain scalable onboarding, adoption, retention, and renewal playbooks
- Provide structured customer feedback loops to influence product roadmap, feature improvements, branding, and go-to-market messaging
Our take
For many dental practices, procurement can be a time-consuming and frustrating process which takes them away from their patients. Torch Dental solves this problem with its all-in-one procurement technology.
Torch's eCommerce software platform is geared towards not only saving dental practices valuable time, but it can save them money too. Unsurprisingly, this has proven popular with dental practices, which are under mounting pressure due to demand.
The office-based healthcare supply industry is worth over $100 billion, and companies like Torch stand to make impressive gains in the coming decade. If Torch can invest further in its outreach, and scale its user base, it could see growth skyrocket.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
37% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Mar 2024
$10.5m
SERIES B
Jul 2023
$28m
SERIES B
Total funding: $70.5m
Company benefits
- 401k benefits with Slavic
- Unlimited paid time off (PTO)
- Maternity and Paternity leave
- Medical and dental coverage with Aetna
- Work from home stipend
- Commuter benefits for hybrid employees
- Fully stocked pantry and fridge for hybrid employees
Company HQ
Civic Center, New York, NY
Leadership
Khaled Boukadoum
(Co-Founder & Co-CEO)Previously worked in M&A at RBC Capital Markets and as a Private Equity Investor at The Blackstone Group.
Drew Werner
(Co-Founder & CTO)Previously worked as a Software Engineer at Datadog, and as an Engineering Manager at Dropbox.
Yassine Boukadoum
(Co-Founder & Co-CEO)Previously worked as an Investment Banking Associate at Stifel Financial Corp., before working in Product at SmartAsset.com.
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