Customer Success Manager (SMB)

Job Description

Job Description

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of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing a previously outdated ordering process.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 :

Austin, Texas or New York City

(in office Monday - Thursday, flexibility on Friday)

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 :

Bonus :

Compensation and Benefits :

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.