Customer Success Manager - Marketplace

Torch Dental | Full-time

About Torch Dental

Torch Dental is a high-growth, venture-backed vertical SaaS company transforming how dental practices run their businesses. Our mission is to give every dental office the modern software, automation, and visibility they need to operate efficiently and profitably.

About the Role

The Customer Success Manager is a foundational role focused on delivering an exceptional customer experience and driving value across a portfolio of small to mid-sized accounts. You’ll guide customers through onboarding, support early adoption, and proactively work to retain and grow their relationship with Torch.

In this role, you’ll use customer engagement and platform expertise to drive retention and renewals. You’ll also capture customer feedback, identify trends, and collaborate cross-functionally to improve the overall customer experience. This is a great opportunity for someone eager to build a career in Customer Success with a fast-growing, customer-obsessed team.

What You’ll Do

Customer Relationship Management

• Own a portfolio of complex customer accounts from onboarding through early adoption and 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, including savings and time saved.
• Conduct regular practice reviews with customers to align on goals and advise them on how to continuously maximize their success on the platform.
• Focus on GMV retention by helping customers continue to consolidate and grow their purchasing on Torch over time.

Internal Collaboration and 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 and process experiments in collaboration with product, engineering, and supplier teams.

What We’re Looking For

Required Qualifications

• 1–2+ years of experience in customer success, account management, or sales, ideally in a startup or fast-scaling SaaS environment.
• Strong written and verbal communication skills. You’ll work with dental office staff throughout onboarding, adoption, and long-term retention, so building trust and establishing yourself as their key source of support is essential.
• Strong technical competency. You’ll work directly with customers to integrate their current ordering processes into our solution and must be able to communicate effectively with users who may be less comfortable with technology-driven solutions.
• Excellent organizational skills. You’ll manage 250–350 accounts and must be able to context-switch while assisting both new and established Torch customers with their day-to-day needs.