Customer Success Manager (Dental RCM)

Location

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Ahmedabad, Gujarat (Onsite)

Shift Timing

Night Shift – 06:30 PM IST to 03:30 AM IST

About the Role

We are seeking an experienced Customer Success Manager (CSM) with a strong background in Dental Revenue Cycle Management (RCM) to manage client relationships, ensure operational excellence, and drive customer satisfaction.

The ideal candidate will act as the primary point of contact for dental practice clients, ensuring seamless service delivery, issue resolution, and continuous process improvement.

Key Responsibilities

• Serve as the primary relationship manager for assigned dental practice clients.
• Ensure successful execution of Dental RCM processes and achievement of client KPIs.
• Coordinate with internal AR, Insurance Verification, Denials Management, Cash Posting, and Operations teams to resolve client concerns.
• Conduct regular client meetings, performance reviews, and business updates.
• Monitor account health, identify risks, and implement retention strategies.
• Analyze revenue cycle performance metrics and provide actionable recommendations.
• Handle escalations and ensure timely resolution of operational issues.
• Drive client satisfaction, retention, and long-term partnership growth.
• Collaborate with leadership teams to improve workflows and service delivery standards.
• Maintain detailed documentation of client interactions, action plans, and follow-ups.

Required Qualifications

• Minimum 5–6+ years of experience in Dental Revenue Cycle Management (RCM).
• Strong preference for candidates with end-to-end Dental RCM exposure.
• Candidates with significant experience in Accounts Receivable (AR), Denials Management, and Insurance Verification (IV) will also be considered.
• Excellent verbal and written communication skills with a neutral-to-US accent.
• Strong client-facing and stakeholder management experience.
• Good analytical, problem-solving, and troubleshooting abilities.
• Ability to manage multiple client accounts and priorities simultaneously.
• Comfortable working in a fast-paced, metrics-driven environment.

Technical Requirements

• Hands-on experience with major Dental Practice Management and RCM software platforms.
• Strong understanding of

Accounts Receivable Management

Insurance Verification

Claims Processing

Denials Management

Payment Posting

Revenue Cycle Analytics

Experience working with US dental practices is highly preferred.

Preferred Skills

• Customer Success or Account Management experience within Dental RCM.
• Strong presentation and client communication skills.
• Ability to identify process improvement opportunities and drive execution.
• Experience working with US-based clients and teams.

What We Are Looking For

• A proactive, client-centric professional who can build strong relationships with dental practices.
• Someone who understands both operational Dental RCM workflows and customer success management.
• A candidate who can effectively bridge client expectations and internal operational teams to ensure exceptional service delivery.