Customer Success Advisor, Dental RCM

Title of Position:  Customer Success Advisor (CSA) – Dental RCM

Organizational Relationship: Reports to President, Tech-Enabled Managed Services

Job Family: Operations

Managerial Responsibilities: Direct/Indirect

Classification:  Exempt / Full-Time

#LI-Remote

GENERAL SUMMARY:

The Customer Success Advisor (CSA) is the primary operational leader for a portfolio of clients within a pod. This role combines deep Dental RCM expertise with client leadership and team direction to ensure consistent execution and strong results. This is an operations-first role with direct accountability for RCM performance, not a traditional relationship-only customer success position.

The CSA acts as the bridge between clients, offshore delivery teams, and pod leadership—owning day-to-day performance, managing priorities, and resolving issues. This role is similar to a Billing Manager or front-line RCM leader within a DSO, operating in a tech-enabled managed services environment.

DUTIES & RESPONSIBILITIES:

Client Ownership & Relationship Management

• Serve as the primary point of contact for assigned clients
• Own client-level RCM performance and outcomes
• Translate client goals and issues into clear operational priorities
• Lead regular performance reviews using data-driven insights

RCM Execution & Subject-Matter Expertise

• Act as an RCM expert across claims, follow-up, denials, and payments
• Diagnose payer, workflow, and data-related issues
• Recommend corrective actions and ensure execution
• Confidently manage and resolve client escalations

Offshore Team Leadership

• Direct, prioritize, and coordinate work for offshore associates
• Ensure work queues align with client priorities and SLAs
• Enforce quality standards and adherence to defined processes
• Provide feedback and escalate performance concerns when necessary

Data & Performance Management

• Monitor daily and weekly KPIs to identify risks and trends
• Use data to proactively drive improvements
• Partner with the Pod Leader on operational changes and initiatives
• Ensure accurate reporting and documentation

Player/Coach Expectations

• Willing and able to step into RCM process execution when required
• Coach offshore teams through complex scenarios
• Support peer CSAs during peak workload or escalations

What Success Looks Like

• Clients trust the CSA and see consistent, measurable results
• Offshore teams execute with clarity, quality, and accountability
• Escalations are resolved quickly and professionally
• Performance issues are identified early and corrected
• Clients renew and expand relationships with Vyne

PHYSICAL DEMAND:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

SECURITY ROLE / RESPONSIBILITY:

• Protected Health Information (“PHI”): This position may have access to and be responsible for the security of PHI/PI on an incidental basis.
• Human Resource Information: This position may have access to and be responsible for the security of information including salary, insurance, reviews, resumes.
• Financial Admin: This position may have access to and be responsible for the security of financial administrative accounts and corporate accounts.
• Application Admin: This position may have access to and be responsible for securely administering user access to corporate applications.

Vyne provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetics, or veteran status.  In addition to federal law requirements, Vyne follows applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

EDUCATION, KNOWLEDGE, SKILLS & ABILITIES:  

• 4 years of hands-on Dental RCM experience
• Experience as a Billing Manager, RCM Supervisor, or DSO team lead
• Deep familiarity with dental payers, portals, and denial workflows
• Proven ability to manage work through others, not just perform tasks
• Strong sense of ownership and accountability
• Comfortable leading without formal authority
• Detail-oriented and highly data-driven
• Calm under pressure with sound judgment
• Passionate about delivering results for dental providers