Torch Dental provides an all-in-one supply management platform for dental practices. Its AI-powered inventory dashboards and centralized ordering bring purchasing, budgeting, and supplier management into one place, with price transparency and customizable inventory tools for specialties including orthodontics and pediatrics. The company says its platform serves more than 3,000 practices and helps them save over 16% on supplies.
Customer Success Manager, Revenue Cycle Management (Hybrid, New York City)
Lead onboarding, retention, and account growth for Torch Dental’s AI-powered revenue cycle management platform. Support dental practices, groups, and emerging DSOs.
Description
- Lead onboarding for new revenue cycle management customers, from kickoff through go-live and ongoing platform use.
- Manage customer accounts as their main contact through launch, ongoing service, and renewal.
- Share organized customer feedback with Product and Engineering about integrations, payer coverage, and workflow challenges.
- Give Sales feedback on account expansion and DSO opportunities.
- Develop onboarding scripts, customer health-score criteria, and escalation processes.
- Coordinate with revenue cycle sales, product, and billing operations to move customers from closed sale to live account.
- Handle business associate agreements, practice management system credentials, and payer portal access with HIPAA awareness.
Requirements
- Bring 3–5+ years of experience in customer success, account management, or implementation, preferably in a startup or rapidly scaling SaaS company.
- Be comfortable working through ambiguity in a new role without an established playbook.
- Communicate effectively in writing and conversation.
- Have strong technical skills and be able to carry out basic technical implementation.
- Be comfortable creating and refining onboarding scripts, customer health-score frameworks, and escalation paths.
- Familiarity with dental practice management systems such as Dentrix, Open Dental, or Eaglesoft is a strong advantage.
- Be able to learn new practice management and payer systems quickly.
- Experience as a dental or medical biller, revenue cycle specialist, or practice manager is a plus.
- Practical experience with dental or medical billing and revenue cycle workflows is a plus.
- Knowledge of EOBs, ERAs, clearinghouses, and payer portals is a plus.
- Experience with HIPAA-regulated onboarding, business associate agreements, and protected health information is a plus.
- Experience with Salesforce or a similar CRM is a plus.
- Experience supporting DSOs or multi-location practices is a plus.