Customer Success Manager (Revenue Cycle Management)

Join Torch Dental as a Customer Success Manager for our AI-powered revenue cycle management product. In this role, you will be responsible for onboarding new customers, serving as the primary point of contact for a growing book of accounts, advocating for customers internally, and helping to build the playbook for customer success. You will work closely with the sales, product, and billing-ops teams, and handle compliance-sensitive parts of onboarding. This is a fast-paced, high-touch role that requires strong communication skills, tech competency, and familiarity with dental practice management systems.

• Assumer la responsabilité de l'intégration des nouveaux clients RCM, en dirigeant les appels de lancement et en guidant les pratiques à travers le processus de mise en service.
• Être le principal point de contact pour un portefeuille croissant de comptes RCM, en assurant une utilisation continue et une fidélisation.
• Collaborer étroitement avec les équipes de vente, de produit et d'exploitation de la facturation RCM lors du transfert de la vente à la mise en service du client.

• Process-builder mindset: comfortable creating and iterating on onboarding scripts, health-score frameworks, and escalation paths rather than inheriting a mature one
• 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
• 3–5+ years in a customer success, account management, or implementation role, ideally in a startup or fast-scaling SaaS environment
• 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
• 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
• 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