Account Success Lead (3 Years ) (Medical Tourism / Healthcare Services)

Role: Account Success Lead 

Location: Pune (On Site) 

Time: Night Shift (9pm to 6am) 

Role Overview 

• Youre 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 theyre ready. 
• Youre 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. Youre 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 Youll Actually Do (Day-to-Day) 

• Deal Closure 
• ● Take handoff from Solutions Consultant with a warm lead (theyve 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 (youre 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 theyre 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 Well 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 youve closed this month/quarter 
• ● Relationship Quality: Patient feedback on your personal service + referral generation 

What Were 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 dont follow up, you do) 
• ● Comfortable in ambiguous situations and unblocking things yourself 
• ● Patient, empathetic, but also direct and clear (youre 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 

Red Flags Well Avoid: 

• ● Youre uncomfortable with numbers and revenue ownership 
• ● You want someone else to handle the hard conversations 
• ● You see closing as transactional (get the money and move on) 
• ● Youre not comfortable being available when patients need you across timezones 
• ● You cant make small talk feel natural conversations feel scripted or forced 
• ● Youve primarily worked with domestic markets and arent comfortable with international 
• nuance 

Why This Matters 

• Medical tourism is high-stakes. Patients are scared. Theyve made a big decision (travel abroad 
• for surgery). Your job is to make sure they feel supported, informed, and confident every step of 
• the way like theyre working with a luxury concierge service, not a transactional company. 
• When you do this right, patients dont just get affordable surgery they get life-changing care AND 
• an amazing experience. They become your best marketers and refer friends, family, colleagues. 
• When you do this wrong, they tell everyone. Theres no middle ground.