3-5+ years in customer success, account management, or implementation roles, preferably in a startup or fast-scaling SaaS environment.
Ability to navigate ambiguity in a new role without an existing playbook.
Strong written and verbal communication skills for explaining complex concepts to dental staff and relaying customer needs to technical teams.
Technical proficiency for basic implementation and integration with various solutions.
Process-oriented mindset for creating and refining onboarding scripts and frameworks.
Familiarity with dental practice management systems like Dentrix or Open Dental is a plus.
Responsibilities
Lead onboarding for new RCM customers, guiding them through the go-live process.
Serve as the primary contact for a diverse range of RCM accounts, ensuring smooth transitions and ongoing engagement.
Act as the customer's advocate, providing structured feedback to internal teams on integration and workflow issues.
Contribute to building the onboarding playbook, defining processes and criteria for customer success.
Collaborate with sales, product, and billing-ops teams during the customer handoff process.
Ensure compliance during onboarding, handling sensitive information in a HIPAA-compliant manner.
Benefits
Opportunity to shape a new role in a fast-growing company.
Work with cutting-edge AI technology in revenue cycle management.
Engage with a diverse range of dental practices and organizations.
Collaborative environment with cross-functional teams.
Potential for professional growth in a startup setting.
Full Job Description
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 our first 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.
