Customer Success Manager

Torch Dental

Customer Success Manager focused on delivering exceptional customer experience in healthcare e-commerce. Driving customer retention and support through effective onboarding and account management strategies.

Posted 5/19/2026full-timeNew York City • New York, Texas • 🇺🇸 United StatesJuniorMid-Level💰 $61,000 - $64,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

communication skillsrelationship-building skillsproactive mindsetdetail-oriented mindsetcustomer value focuseagerness to learnability to drive conversations