Torch Dental

Customer Success Manager

• 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

Billing Specialist

• Act as the primary Dental Billing Subject Matter Expert (SME) to guide our product team in building automated tasks.
• Primary point of contact for office managers and dentists to gather feedback and troubleshoot billing issues.
• Deep knowledge of various PMS systems including Dentrix, Eaglesoft and OpenDental.
• Stay ahead of annual ADA code changes and industry shifts in payer requirements.
• Develop standard operating procedures (SOPs) for how practices interact with our AI platform.
• Identify ways to build out the Billing Organization in a scalable way including full time and outsourced team members.
• Monitor and report on key performance indicators (KPIs) for effectiveness of billing processes.

Customer Success Manager

Senior Dental Billing Coordinator

Customer Success Manager