About Us: Torch Dental is a rapidly growing start-up whose mission is to improve the lives of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing a previously outdated ordering process. Torch is targeting the $100+ billion office-based healthcare supply industry, starting with dental practices. Our innovative e-commerce software platform streamlines healthcare professionals’ procurement process and secures the best prices for products. We are a close‑knit team that enjoys working together every day to solve real‑world problems. We obsess over customer satisfaction, promote a strong bias for action, encourage team members to engage in impactful work, and foster a one team culture. Our goal is to create better solutions to help healthcare professionals succeed, and we are looking for people like you to help bring this vision to life. About the Role: At Torch, we’re on a mission to help dental practices save money, simplify ordering, and consolidate vendors. Our Customer Success team is the heartbeat of that mission, ensuring customers get measurable value and a seamless experience. We’re looking for a Customer Success Manager to join our growing team. You’ll manage a portfolio of small to mid-sized accounts, guide customers through onboarding and adoption, and play a key role in retention and growth. Along the way, you’ll develop expertise in customer engagement, platform usage, and account management—while collaborating across teams to improve the overall customer journey. Location: New York City or Austin, Texas (work in-office most days) (Candidates must be located in or willing to relocate to one of these two cities) Key Responsibilities:

Own a portfolio of small to mid-sized dental practice customer accounts, ensuring a smooth onboarding, platform adoption, and renewals

Drive product usage and value through proactive check-ins, education, and support

Understand customer goals, track account health, and flag risks early to ensure retention

Help customers maximize Torch features like cost savings, efficiency, and vendor consolidation

Run quarterly reviews with customers to align on goals and highlight Torch’s value

Assist with account setup, order building, and Torch platform education

Log key customer insights in Salesforce and identify trends across your book

Collaborate with Product, Operations, and Supplier teams by sharing feedback and insights

Support pilot programs and contribute to process improvements with senior team members

About You:

2 to 5 years of experience in Customer Success, Account Management, or a client-facing role

Strong communication and relationship-building skills

Comfortable with having significant phone and video call time with customers for relationship management

Comfort with using data and insights to drive conversations

A proactive, detail-oriented mindset with a focus on customer value

Eagerness to learn, grow, and contribute to a fast-paced, customer-obsessed team

Bonus:

Experience at a fast-growing startup

Experience in healthcare and dental industry

Knowledge of working with SMBs (small and medium business)

Experience using CRM tools (e.g. Salesforce)

Compensation and Benefits:

Compensation: OTE range of $82,000-87,000 dependent on location, Base salary between $60,000–$64,000 depending on location and experience (Includes material upside commission potential)

401k benefits with Empower

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

An employee-driven culture with happy hours, team events, and other initiatives to celebrate our many successes