Account Success Lead - Sales (12 AM - 9 AM - WFO)

Role: Account Success Lead Location: Pune (On Site) Time: Night Shift (12AM to 9AM)


Role Overview
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



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