Hybrid Manager of Customer Success (NYC or Austin, TX) at Torchdental
Torchdental · New York City, United States Of America · Hybrid
- Professional
- Office in New York City
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of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing a previously outdated ordering process.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:
What You’ll Accomplish:
About You:
Compensation and Benefits:
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.
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