Customer Success Manager

The Patient Conversion & Growth Manager will be responsible for improving patient conversion, revenue performance, and growth initiatives across all Guduchi Ayurveda clinics.

This role goes beyond traditional sales.

The ideal candidate will:

• Improve consultation-to-program conversions
• Optimize customer support call conversion
• Improve pharmacy enrollment performance
• Drive referral and upsell systems
• Identify new lead generation opportunities
• Build conversion SOPs and tracking systems
• Ensure consistent patient experience across locations

This is a highly strategic and execution-focused role that directly impacts company growth.

Key Responsibilities

Patient Conversion Optimization

• Monitor and improve patient conversion across all stages:
• Lead to appointment
• Appointment to consultation
• Consultation to program enrollment
• Follow-up to retention
• Analyze branch-wise conversion performance and identify improvement opportunities
• Work closely with doctors, customer support teams, pharmacists, and center managers to improve conversion outcomes

Customer Support & Call Conversion

• Monitor inquiry handling and patient follow-up quality
• Improve appointment booking and lead follow-up systems
• Develop scripts, objection-handling frameworks, and conversion SOPs
• Ensure customer support teams actively drive consultations rather than only sharing information

Pharmacy & Program Enrollment Optimization

• Improve consultation-to-program enrollment conversion
• Standardize patient counseling and enrollment communication
• Develop structured upsell and cross-sell opportunities where appropriate
• Ensure premium patient experience during enrollment process

Revenue & Growth Initiatives

• Identify and implement new patient acquisition channels such as:
• Hospital tie-ups
• Diagnostic center partnerships
• Corporate wellness programs
• Referral systems
• Local community outreach initiatives
• Coordinate with marketing and operations teams to improve branch-level growth

Reporting & Analytics

• Track and report:
• Conversion percentages
• Revenue performance
• Branch-wise growth metrics
• Funnel drop-offs
• Lead quality trends
• Create dashboards and actionable reports for management

SOP & Process Development

• Build scalable conversion processes and frameworks
• Help create training modules for conversion improvement