Customer Success Manager (Marketplace)

Join Torch, a fast-growing company focused on delivering exceptional customer experiences. As a Customer Success Manager, you will be responsible for managing a portfolio of small to mid-sized accounts, guiding customers through onboarding, supporting early adoption, and proactively working to retain and grow their relationship with Torch. You will also play a key role in capturing customer feedback, identifying patterns, and collaborating cross-functionally to improve the overall experience. This is a great opportunity for someone eager to build a career in Customer Success.

• Gérer un portefeuille de comptes clients complexes, en assurant une expérience fluide et de soutien tout au long du processus d'intégration, d'adoption précoce et de renouvellement.
• Utiliser des données et des informations sur la plateforme pour personnaliser les interactions et démontrer la valeur, en mettant l'accent sur la rétention et le renouvellement.
• Collaborer avec les équipes internes pour améliorer l'expérience client, en fournissant des retours d'information sur les conversations avec les clients.

• Strong tech competency. You will be working directly with customers on integrating their current ordering processes into our solution and will need to be able to communicate with users who may not be as comfortable with tech-first solutions
• Strong written and verbal communication. You'll be working with dental office staff through onboarding, adoption and long term retention so building trust and establishing yourself as their key source of support is key
• 1-2+ years in a customer success, account management, or sales, ideally in a startup or fast-scaling SaaS environment
• Excellent organizational skills, you will be managing 250-350 accounts in your book of business and need to be able to context switch as you assist both new and well established Torch customers with their every day needs