Customer Success Manager

Job Description

Position Summary

The Practice Success Manager (PSM) serves as the primary operational partner to a portfolio of practices, driving performance across production, patient experience, staffing, and profitability. The PSM works directly with doctors and practice teams to implement systems, coach staff, and translate company initiatives into measurable results at the practice level.

Key Responsibilities

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• Serve as the day-to-day operational point of contact for an assigned portfolio of practices
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• Partner with doctors and office managers to build and track goals for production, starts, new patient conversion, and profitability
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• Conduct practice visits and virtual check-ins to assess performance, culture, and compliance with the brand and clinical standards
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• Analyze key performance indicators using reporting tools, identifying trends and recommending corrective action
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• Coach and develop practice teams on scheduling efficiency, case acceptance, patient experience, and front-office workflows
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• Support staffing needs in partnership with recruiting, including onboarding, training, and performance follow-up
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• Lead or support the rollout of new initiatives, systems, and process changes across the practice portfolio
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• Collaborate with RCM, marketing, and operations leadership to resolve practice-level issues quickly
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• Prepare and present practice performance reviews to doctors and internal stakeholders
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• Build strong, trust-based relationships with doctors that support long-term retention and growth
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Qualifications

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• 3+ years of experience in dental, orthodontic, or healthcare practice management, multi-site experience strongly preferred
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• Demonstrated ability to read and act on practice-level financial and performance data
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• Strong coaching, communication, and relationship-management skills with both doctors and staff
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• Comfortable managing competing priorities across a multi-location portfolio
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• Proficiency with practice management and reporting platforms
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• Willingness to travel up to 25%
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What Success Looks Like

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• Assigned practices meet or exceed production, starts, and profitability goals
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• Doctors view the PSM as a trusted, responsive operational partner
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• Practice teams are engaged, well-trained, and aligned with the brand standards
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• Issues are identified early and resolved before they affect practice performance
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What We Offer

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• Competitive base salary
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• Health, dental, and vision benefits
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• 401(k) with company match
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• Paid time off and holidays
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• A collaborative, growth-oriented team culture
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