Customer Success Manager, Torch Technology
Marketplace
Ordering & inventory tech for dental practices
Be an early applicant
Ordering & inventory tech for dental practices
101-200 employees
Be an early applicant
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of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing a previously outdated ordering process.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
- 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
What the job involves
- Customer Success Manager is a foundational role focused on delivering an exceptional customer experience and driving value across a book of small to mid-sized accounts
- You’ll guide customers through onboarding, support their early adoption, and proactively work to retain and grow their relationship with Torch
- In this role, you’ll use core skills in customer engagement, platform expertise, and will be heavily focused on retention and renewals
- You’ll also play an important role in capturing customer feedback, identifying patterns, and collaborating cross-functionally to improve the overall experience
- This is a great opportunity for someone eager to build a career in Customer Success with a fast-growing, customer-obsessed team
- Customer Relationship Management:
- 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
- Internal Collaboration & Process Improvement:
- Log key customer insights in Salesforce and help identify trends across your book of business
- Provide feedback to the product, supplier, and operations teams based on customer conversations
- Support pilot programs or process experiments in cross-functional collaboration with product, engineering and supplier teams
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 saving 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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