Customer Success Manager (Dental RCM)

Location - 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.