Manager of Customer Success (NYC or Austin, TX)
United States
Customer Lifecycle /
Full Time /
Hybrid
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of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing a previously outdated ordering process.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 Team:
As the Manager of Customer Success, you will lead a team of Customer Success Managers (CSMs) who own the customer relationship from post-AE handoff through onboarding, account maturity, renewal, and expansion. Your team’s first priority is ensuring every customer achieves a strong start from completing onboarding tasks on time, adopting Torch into their daily workflows, and seeing measurable value early in their lifecycle.
You will coach and enable your team to deliver on four core metrics:
-Onboarding Completion – Customers complete all implementation steps on schedule
-Onboarding Adoption – Customers actively use the platform’s core workflows and shift purchasing behaviors to Torch
-GMV Health – Customers maintain and grow gross merchandise volume over time
Renewal Rate – Customers renew their subscription at or above current contract value.
In this role you will also lead the team through major company initiatives such as managing price increases, new product and upsell rollouts, migrating legacy customers to updated plans, and retention strategies that combine 1:1 engagement with proactive, cross-functional campaigns in partnership with multiple departments.
Location:
New York City or Austin, Texas (work in-office most days)
(Candidates must be located in or willing to relocate to one of these two cities)
Who We’re Looking For:
- A results-driven leader with a proven track record in customer retention, onboarding, adoption, and account growth, whether through Customer Success, Account Management, or high-touch Sales leadership
- Experience leading teams that own revenue outcomes and customer relationships in a high-growth B2B SaaS or marketplace environment, ideally with SMB customers
- Skilled at driving teams through change management initiatives such as pricing adjustments, product launches, and customer migrations
- Able to lead from the front by joining escalated customer calls, resolving escalations, and modeling best practices
- Strong cross-functional collaborator who can align stakeholders across Product/Engineering, Marketing, Operations, Supplier, and Sales teams
- Data-driven and comfortable analyzing onboarding, usage, GMV, retention and renewal metrics to guide decisions
- Excellent communicator with the ability to translate strategic initiatives into clear team execution plans
What You’ll Accomplish:
- Lead the CSM team to consistently meet or exceed targets for onboarding completion, onboarding adoption, GMV health, retention rate, and renewal rate
- Build and refine onboarding processes to ensure a seamless, predictable, and fast time-to-value for customers
- Partner with Marketing and Product to create adoption campaigns that drive early and sustained usage
- Guide the team through price increases with minimal churn by reinforcing value and building trust
- Execute legacy customer migrations with high retention and smooth transitions
- Act as the primary escalation point for customer issues, resolving them quickly by coordinating across departments when necessary
- Create and maintain scalable onboarding, adoption, retention, and renewal playbooks
- Provide structured customer feedback loops to influence product roadmap, feature improvements, branding, and go-to-market messaging
About You:
- 5+ years of experience in technology or SaaS, ideally in a startup or high-growth environment
- Proven track record in customer-facing roles with ownership for revenue outcomes (e.g. closing new business, expansions or renewals)
- 3+ years of people management experience, leading high-performing teams
- Strong familiarity with CRM tools (Salesforce preferred)
- Bonus: Background in dental or healthcare industries
Compensation and Benefits:
- Compensation: OTE range of $150,000–$165,000 dependent on location, Base salary between $110,000–$125,000 depending on location and experience (includes material upside commission potential)
- 401k benefits with Empower
- Unlimited paid time off (PTO)
- Maternity and Paternity leave
- Medical and dental coverage with Aetna
- Work from home stipend
- 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
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.
