Customer Success Manager, Torch Technology

• 3–5+ years in a customer success, account management, or implementation role, ideally in a startup or fast-scaling SaaS environment
• Comfort operating in ambiguity: this is a first-of-its-kind role at Torch, without an existing playbook, on a product that is itself still early and evolving
• Strong written and verbal communication — you'll be explaining claims and billing concepts to dental office staff and translating customer workflows back to engineering and product
• Strong tech competency -- you will be working directly with customers on integrating several solutions and will need to do basic tech implementation. You should feel comfortable with tech and learning new solutions
• Process-builder mindset: comfortable creating and iterating on onboarding scripts, health-score frameworks, and escalation paths rather than inheriting a mature one
• Familiarity with dental practice management systems (Dentrix, Open Dental, Eaglesoft, or similar) is a strong plus; comfort learning new PMS and payer systems quickly is required

Desirable

• As an RCM Customer Success Manager you’ll play a critical role in shaping the customer experience for our AI-powered revenue cycle management product, partnering closely with dental practices to drive successful adoption, deliver measurable outcomes and help build the foundation for how we scale RCM Customer Success
• Torch Revenue Cycle Management is Torch Dental's second product: an AI-enabled revenue cycle management platform that helps dental practices
• We're launching the product to single practices, multi-location groups and emerging DSOs. We're hiring our first dedicated Customer Success Manager for this product to own the customer relationship end-to-end: from kickoff and payer/PMS setup, through go-live, through ongoing retention and expansion
• Own onboarding for new RCM customers: lead kickoff calls, and guide practices through going live and continuing to engage with the platform
• Be the primary point of contact for a growing book of RCM accounts — spanning solo practices, groups, and emerging DSOs — through go-live, steady-state usage, and renewal
• Be the customer's advocate internally: feed structured feedback to Product and Engineering on integration issues, payer coverage gaps, and workflow pain points, and to Sales on expansion and DSO opportunities
• Help build the playbook: since this is a new, high-touch, fast-scaling function, you'll help define onboarding scripts, health-score criteria, and escalation processes as much as execute them
• Partner closely with the RCM sales, product, and billing-ops team during the handoff from sales-closed to customer-live, and take that ownership off their plates
• Handle the compliance-sensitive parts of onboarding correctly — BAAs, PMS credentials, payer portal access — in a HIPAA-aware way