Role: Account Success Lead
Location: Pune (On Site)
Time: Night Shift (9pm to 6am)
Role Overview
You're the person who closes deals and owns them from "handshake" through "patient in the hospital." A patient has done their research, talked to doctors, got answers now they're ready. You're the one who makes it real. As an Account Success Lead, you own the conversion funnel AND the onboarding experience. You close the deal, coordinate the logistics, ensure the patient feels supported every step of the way, and set them up for a smooth treatment journey. You're part salesperson, part operations manager, part patient advocate. Your core mission: Turn ready-to-book patients into successful treatments while building relationships that lead to referrals and repeat business.
What You'll Actually Do (Day-to-Day) Deal Closure
● Take handoff from Solutions Consultant with a "warm" lead (they've already done
research, talked to doctors)
● Understand final objections and concerns (cost, timing, logistics, fear)especially from high-net-worth US/international clients
● Negotiate treatment packages and payment terms (you're comfortable with money conversations)
● Close the dealbooking the patient, collecting payment, signing agreements
● Own the relationship from "yes we want to do this" to "money received" with luxury-level service standards
Treatment Coordination
● Coordinate with hospital partners on timing, documentation, pre-op requirements
● Manage visa/travel logistics (flights, accommodation, ground transport)
● Prepare comprehensive patient briefing packages (what to bring, what to expect, hospital contacts)
● Create weather briefings and cultural guides so they're not arriving blind
● Handle emergencies (last-minute rescheduling, documentation gaps, family member questions)
● Maintain the luxury concierge experience throughout
Patient Support & Confidence Building
● Maintain regular contact through entire journey (pre-travel, post-op, recovery)
● Answer questions, address fears, provide reassurance with warmth and authenticity
● Be the single point of contact they trust
● Make meaningful small talk these patients want to feel like valued clients, not case numbers
● Document everything so if there are issues, we can address them fast
Financial Management
● Manage payments, invoicing, refund policies, dispute resolution
● Track revenue, outstanding payments, cash flow
● Ensure no patient falls through the cracks financially
Data & Optimization
● Track conversion rates, average deal size, time-to-closure
● Monitor patient satisfaction scores (NPS, testimonials, referrals)
● Identify patterns: which hospitals have best outcomes, which procedures have highest satisfaction
● Feed learnings back to Solutions Consultants and hospital partners
Escalation Management
● When things go wrong (complication, delayed surgery, documentation issues), you own the escalation
● Work with hospitals to find solutions
● Communicate clearly with patients on status and next steps
● Protect the brand by handling problems before they become bad reviews
Success Metrics (What We'll Measure)
● Conversion Rate: % of leads → booked treatments
● Average Deal Size: Revenue per patient
● Time to Closure: Days from "ready to book" → payment received
● Patient Satisfaction: NPS, testimonial quality, repeat referrals
● No-Show Rate: % of booked treatments that actually happen (lower is better)
● Support Response Time: How fast you address patient questions
● Revenue Owned: Total revenue you've closed this month/quarter
● Relationship Quality: Patient feedback on your personal service + referral generation
What We're Looking For
Required:
● 3+ years in sales, account management, or customer success with proven ability to close deals (not just qualify, but actually move revenue)
● Significant experience with US clients or high-net-worth international patients you understand their expectations and communication styles
● Background in luxury sales or premium service (high-end hospitality, concierge services, exclusive memberships, premium healthcare)this mindset is critical
● Natural conversationalist and relationship builder you can make small talk feel genuine, build connection, make people want to work with you
● Obsessive about follow-up and details (patients don't follow up, you do)
● Comfortable in ambiguous situations and unblocking things yourself
● Patient, empathetic, but also direct and clear (you're patient advocate AND company representative)
● Ability to own financials and payment flows
● Strong communication skills across channels (chat, email, phone, video)
● Timezone flexibility (we serve global markets)
Nice to Have:
● Healthcare, medical tourism, or international patient experience
● Experience managing complex multi-stakeholder deals (patient + hospital + family
members)
● Exposure to healthcare logistics or medical procedures
● Language skills (German, Spanish, Turkish, Arabic helpful)
● Founder or startup mentality (you move fast, you own outcomes)
● Track record of referral-based business growth
