Founding Customer Success Manager - Implementation & Onboarding

About Torch Dental

Torch Dental is a high-growth, venture-backed vertical SaaS company transforming how dental practices run their businesses. Our mission is to give every dental office the modern software, automation, and visibility they need to operate efficiently and profitably. 

We are launching our second product in 2026 and will be expanding into the broader practice-operations layers such as Revenue Cycle Management, Finance, HR, payroll, benefits, and back-office workflows—building toward a full dental practice operating system.

Torch Dental is at the Series B stage with strong revenue growth, rapidly expanding products, and a profitable core business. As an RCM Customer Success Manager you’ll play a critical role in shaping the customer experience for our AI-powered revenue cycle management product, partnering closely with dental practices to drive successful adoption, deliver measurable outcomes and help build the foundation for how we scale RCM Customer Success. 

About the role

Torch Revenue Cycle Management is Torch Dental's second product: an AI-enabled revenue cycle management platform that helps dental practices. We're launching the product to single practices, multi-location groups and emerging DSOs. We're hiring a dedicated Customer Success Manager for this product to own the customer relationship end-to-end: from kickoff and payer/PMS setup, through go-live, through ongoing retention and expansion.

What you'll do

• Own onboarding for new RCM customers: lead kickoff calls, and guide practices through going live and continuing to engage with the platform.

• Be the primary point of contact for a growing book of RCM accounts — spanning solo practices, groups, and emerging DSOs — through go-live, steady-state usage, and renewal.

• Be the customer's advocate internally: feed structured feedback to Product and Engineering on integration issues, payer coverage gaps, and workflow pain points, and to Sales on expansion and DSO opportunities.

• Help build the playbook: since this is a new, high-touch, fast-scaling function, you'll help define onboarding scripts, health-score criteria, and escalation processes as much as execute them.

• Partner closely with the RCM sales, product, and billing-ops team during the handoff from sales-closed to customer-live, and take that ownership off their plates.

• Handle the compliance-sensitive parts of onboarding correctly — BAAs, PMS credentials, payer portal access — in a HIPAA-aware way.

What we're looking for

Required:

• 3–5+ years in a customer success, account management, or implementation role, ideally in a startup or fast-scaling SaaS environment.

• Comfort operating in ambiguity: this is a first-of-its-kind role at Torch, without an existing playbook, on a product that is itself still early and evolving.

• Strong written and verbal communication — you'll be explaining claims and billing concepts to dental office staff and translating customer workflows back to engineering and product.

• Strong tech competency -- you will be working directly with customers on integrating several solutions and will need to do basic tech implementation. You should feel comfortable with tech and learning new solutions.

• Process-builder mindset: comfortable creating and iterating on onboarding scripts, health-score frameworks, and escalation paths rather than inheriting a mature one.

• Familiarity with dental practice management systems (Dentrix, Open Dental, Eaglesoft, or similar) is a strong plus; comfort learning new PMS and payer systems quickly is required.

Nice to have:

• Background as a dental or medical biller, RCM specialist, or practice manager.

• Direct, hands-on experience with dental or medical billing / revenue cycle workflows — you know what an EOB, ERA, clearinghouse, and payer portal are, and ideally have touched claims submission or payment posting yourself.

• Experience supporting healthcare or dental customers through a HIPAA-regulated onboarding process (BAAs, PHI handling).

• Experience with Salesforce or a comparable CRM for account and health tracking.

• Experience working with DSOs (dental support organizations) or multi-location group practices.