---
title: 'Customer Success Manager, Revenue Cycle Management (RCM) at Torch Dental'
canonical: 'https://feeny.ai/job/customer-success-manager-revenue-cycle-management-rcm-torch-dental-new-york-p0zhdjx2jvsv'
type: 'job'
last_seen: '2026-10-24'
---

# Customer Success Manager, Revenue Cycle Management (RCM) at Torch Dental

- **Company:** Torch Dental
- **Location:** New York, NY
- **Compensation:** $87k–$110k
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-10-12
- **Last confirmed live:** 2026-10-24
- **Apply:** https://jobs.lever.co/torchdental/4ed169c5-723e-4149-b506-1d89ea56a36b

## Job description

## 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 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.

## About Torch Dental

## Company Overview
- **One-liner**: Torch Dental provides an all-in-one supply ordering, inventory management, and budgeting platform designed specifically for independent dental practices.
- **Entity Type**: Private (backed by institutional investors; total funding of $70.5M)
- **Headquarters**: New York, New York, United States
- **Founded**: 2017
- **Founders**: Boukadoum brothers (names not publicly disclosed) and Drew Werner (Co-Founder & CTO)

## Core Business
- **Primary Industry**: Dental supply and equipment procurement / Healthcare technology
- **Target Customers**: Independent dental practices of all sizes and specialties (general dentistry, orthodontics, endodontics, periodontics, pediatric dentistry) – primarily B2B.
- **Mission Statement**: “To improve the lives of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing a previously outdated ordering process.”

## Products & Services
- **[Torch Dental Platform]**: An all-in-one SaaS platform that combines three core functions:
  - **Ordering**: A single catalog to browse, compare pricing, and purchase from 25+ authorized vendors in one cart.
  - **Inventory Management**: Smart dashboard to track supplies, set reorder levels, and receive AI-powered recommendations.
  - **Budgeting & Spend Analytics**: Tools to set budgets, approve orders, and analyze spending across locations.

## Market Standing
- **Valuation**: Not publicly disclosed
- **Key Metric**: Annual Revenue of $4.1M (LinkedIn estimate); Total Funding of $70.5M across 5 rounds
- **Notable Investors/Partners**: Backed by “world class institutional investors” (specific names not disclosed); partners with 25+ authorized dental supply vendors (e.g., Henry Schein)
- **Growth Signals**: Trusted by 3,000+ practices; practices using Torch save an average of 16% on supply costs; expanding from dental into the broader office-based healthcare supply market ($100B+ addressable market). However, headcount has decreased 34.5% YoY (from ~100 to 66 employees).

## Competitive Advantages
- **Collective Buying Power**: Aggregates demand from 3,000+ independent practices to negotiate pre-negotiated pricing that individual practices could not access on their own.
- **Price Transparency & AI**: Real-time price comparisons across vendors, AI-powered recommendations for lower-cost alternatives, and full spend visibility.
- **Simplified Workflow**: Single-cart ordering across multiple vendors eliminates manual ordering, reduces administrative burden, and prevents overspending.

## Strategic Focus
- **Current Priorities**: Deepening penetration in the dental market, expanding product features (e.g., AI-driven inventory predictions), and exploring expansion into other office-based healthcare specialties (e.g., veterinary, optometry).
- **Direction for Growth**: Leverage the existing platform and vendor relationships to scale beyond dental, while continuing to improve the unit economics of independent practices.

## Why Work Here
- **Culture**: Described as inclusive, collaborative, high-performing, and diverse. The company claims 97% diversity (reflecting a commitment to a diverse workforce). Team is “close‑knit” with a focus on “one team” culture and customer obsession.
- **Work Policy**: Hybrid – current job postings are in New York, NY (Senior Full Stack Engineer) and Austin, TX (Senior Account Executive, Senior Sales Manager). Remote-friendly for some roles but not fully remote.
- **Notable Perks & Engineering Culture**: Competitive benefits package; strong technical leadership (CTO Drew Werner led infrastructure at Dropbox Paper and was an early employee at Datadog; holds degrees from MIT and Harvard). Opportunities to work on a real-world problem with meaningful impact on healthcare providers.

## Sources
1. [torchdental.com/careers](https://torchdental.com/careers/)
2. [torchdental.com](https://torchdental.com/)
3. [torchdental.com/about-us](https://torchdental.com/about-us/)
4. [jobs.lever.co/torchdental](https://jobs.lever.co/torchdental)
5. [linkedin.com/company/torch-dental](https://linkedin.com/company/torch-dental)

## Other roles at Torch Dental

- [Talent & People Coordinator](https://feeny.ai/job/talent-people-coordinator-torch-dental-austin-zc30ht7a1jbx) — Austin, TX
- [Customer Experience Operations Manager](https://feeny.ai/job/customer-experience-operations-manager-torch-dental-new-york-r4mm5djydnkr) — New York, NY
- [Senior Full Stack Engineer](https://feeny.ai/job/senior-full-stack-engineer-torch-dental-new-york-c36j4za1t8t7) — New York, NY
- [Account Executive / Senior Account Executive (SMB Sales)](https://feeny.ai/job/account-executive-senior-account-executive-smb-sales-torch-dental-austin-5vf1twxt5s8s) — Austin, TX