Customer Success Manager (Revenue Cycle Management)
Company: Torch Technology
Location: New York, New York
Salary: $87k - $105k per year
Type: Full-time
Posted: 2026-10-17
About this role
- 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
- 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
- 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
### Benefits
- 401k benefits with Slavic
- Unlimited paid time off (PTO)
- Fully stocked pantry and fridge for hybrid employees
- Maternity and Paternity leave
- Medical and dental coverage with Aetna
- Work from hom...