Customer Success Manager tasked with managing IT services and customer relationships post sale for colocation and cloud solutions. Ensuring value and engagement to drive renewals and expansion.
About the role
- Customer Success Manager guiding healthcare providers through onboarding and retaining relationships with Torch. Focused on delivering exceptional customer experience and understanding client needs.
Responsibilities
- Own a portfolio of more complex customer accounts from onboarding through early adoption, ensuring a smooth and supportive experience.
- Drive product usage and value through regular check-ins, education, and support touchpoints.
- Understand customer goals and challenges and ensure Torch is delivering on their needs.
- Track account health, flag potential risks early, and surface retention concerns to the team.
- Help customers get the most out of Torch’s features—especially those related to cost savings, time efficiency, and vendor consolidation.
- Use data and platform insights to personalize outreach and demonstrate value (savings, time saved, etc.)
- Run quarterly practice reviews with customers for goal alignment and consultation on how to continuously maximize their success on the platform.
- GMV retention, helping ensure that customers continue to consolidate and grow their purchasing on Torch over time
Requirements
- 2 to 5 years of experience in Customer Success, Account Management, or a client-facing role
- Strong communication and relationship-building skills
- Comfortable with having significant phone and video call time with customers for relationship management
- Comfort with using data and insights to drive conversations
- A proactive, detail-oriented mindset with a focus on customer value
- Eagerness to learn, grow, and contribute to a fast-paced, customer-obsessed team
- Bonus:
- Experience at a fast-growing startup
- Experience in healthcare and dental industry
- Knowledge of working with SMBs (small and medium business)
- Experience using CRM tools (e.g. Salesforce)
Benefits
- Medical and dental coverage with Aetna
- 401k benefits with Empower
- Unlimited paid time off (PTO)
- Maternity and Paternity leave
- Commuter benefits for hybrid employees
- Fully stocked pantry and fridge for hybrid employees
- An employee-driven culture with happy hours, team events, and other initiatives to celebrate our many successes
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