Customer Success Manager (SMB)

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of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing a previously outdated ordering process.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 Customer Success Manager1 is a foundational role focused on delivering an exceptional customer experience and driving value across a book of small to mid‑size 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 build core skills in customer engagement, platform expertise, and account management. 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. Location Austin, Texas or New York City, NY In office Monday - Thursday, flexibility on Friday Key Responsibilities Own a portfolio of more complex customer accounts from onboarding through early adoption, 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 quarterly practice reviews with customers for goal alignment and consultation on how to continuously maximize their success on the platform. GMV retention, helping ensure that customers continue to consolidate and grow their purchasing on Torch over time. Onboarding & Adoption Support Lead kickoff calls and early onboarding sessions to set customers up for success. Assist customers with account setup, order building, and navigating the Torch platform. Educate customers on best practices and how to maximize Torch Rewards and Advantage benefits. Internal Collaboration & Process Improvement Log key customer insights in Salesforce and help identify trends across your book. Provide feedback to the product, supplier, and operations teams based on customer conversations. Support pilot programs or process experiments in collaboration with more senior team members. What Success Looks Like Strong early adoption across your accounts. High retention rate across your book of business (Logo and GMV). Consistent customer engagement and satisfaction. Accurate and timely account tracking in internal systems. Collaboration with teammates to share learnings and improve processes. 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 $84,000-87,000 dependent on location, Base salary between $61,000–$64,000 depending on location and experience (Includes material upside commission potential). Medical and dental coverage with Aetna. 401k benefits with Empower. Unlimited paid time off (PTO). Maternity and Paternity leave. 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. #J-18808-Ljbffr