Head of Customer Success & Deployment Lead Full Time

Job Title : Head of Customer Success & Deployment Lead

Experience : 3 to 6 Years

Location : Delhi NCR with travel to other cities

Preferred Background : Hospital revenue management, digital health transformation, patient conversion KPIs

Package : As per the Industry Standards

About the Role

Prodigy Health is scaling the CarePro OP-to-IP Conversion Platform and Vision AI solution across different hospitals in India. We’re looking for a sharp, execution-focused leader to own the end-to-end deployment of this rollout — and build and lead the Customer Success function that sustains it.

This is not a passive account management role. You will run large, complex hospital deployments; own the data; lead the governance rhythm; and directly influence patient conversion outcomes. You will be the face of Prodigy Health for the hospital’s senior leadership, and the spine of every unit deployment.

What will you Own?

Deployment Leadership

• Lead the end-to-end rollout of CarePro OP-to-IP and Vision AI across hospital units — from readiness assessment through go-live and steady-state governance
• Own the 5-phase deployment playbook execution: unit readiness, HIS integration coordination, platform deployment, training, and governance
• Drive HIS integration workstreams in coordination with hospital IT teams and the Prodigy tech team
• Ensure all deployments hit go-live gates — data flowing, users trained, dashboards live — within agreed timelines
• Manage parallel unit deployments across multiple geographies simultaneously

Customer Success & Governance

• Own the governance calendar: chair monthly strategic reviews with hospital senior leadership (Unit Heads, Medical Directors, Hospital CXOs)
• Lead your team of CS Managers who run weekly and fortnightly cadence meetings at the unit level
• Translate dashboard data into strategic insights and recommendations for hospital leadership — not just reporting numbers, but explaining what to do about them
• Proactively identify units at risk of low conversion and drive course-correction before escalation is needed
• Build and maintain strong, trusted relationships with senior hospital stakeholders

Team Building & Operations

• Hire, onboard, and manage a team of Customer Success Managers as the network scales
• Design the internal playbook for how CS Managers run weekly/fortnightly unit reviews
• Build reporting frameworks, action-item trackers, and internal dashboards for CS performance
• Represent Voice of Customer internally — feed hospital insights back into product roadmap conversations

Metrics you will drive

• OP-to-IP conversion rate improvement per unit
• Platform adoption across SLM and call center teams
• Deployment TAT (unit kick-off to go-live)
• Governance meeting consistency and action closure rates
• Net Retention and expansion within the hospital network

What We’re Looking For

Experience

• 3–6 years of experience in roles where you were directly responsible for outcomes, not just processes
• Background in one or more of: hospital operations, healthcare consulting, patient revenue management, digital health deployment, healthcare SaaS implementation
• Strong preference for candidates who have worked on metrics like patient conversion, ALOS (Average Length of Stay), OPD-to-IPD referral rates, bed occupancy, or similar operational KPIs in a hospital setting
• Experience running governance or review cadences with hospital leadership (CMOs, Unit Heads, CFOs, or COOs)
• Comfort with data — able to read a dashboard, identify trends, and build a narrative around numbers for a non-technical audience

Skills

• Project management: ability to run 5+ concurrent deployments with no loss of quality or stakeholder trust
• Executive communication: crisp, confident, and credible when presenting to senior hospital leadership
• Structured thinking: bring frameworks, not just energy, to ambiguous problems
• Team leadership: experience managing or mentoring a team, even informally
• Stakeholder management: ability to navigate hospital politics, get buy-in, and manage expectations gracefully

The Kind of Person This is

• You are naturally outcome-oriented — you track conversion numbers the way a salesperson tracks pipeline
• You are comfortable walking into a room full of senior doctors and hospital administrators and commanding respect through preparation and substance
• You do not wait to be told there is a problem — you read the data, spot the risk, and fix it before the weekly review
• You take pride in your deployments running clean — right stakeholders trained, right data flowing, right cadence in place
• You want to build something — this is an early-stage company scaling fast, and you will shape what the CS function looks like

What can you expect?

• A phenomenal work environment, with massive ownership and growth
• Quick iterations and deployments – fail-fast attitude- Opportunity to work for one of the most cutting edge HealthTech Organisation
• Access to a world-class mentorship network- Massive, and direct impact of the work you do on lives of our service professional

About Prodigy Health

The mission at Arete Healthtech is to provide health tech solutions for Healthcare organisations and patients. We aim to develop solutions for the healthcare industry.

As a mission driven team, we will rally to enable patients & providers to experience healthcare with greater satisfaction, less frustration & improved outcomes, which means not just upending operational models, care models and technology, but entirely redefining the emotional journey that each member of the team experiences as we experience this journey together.

At Arete, we want to simplify the patient journey by providing transparency at every step, from the diagnosis to the cost of their treatment. We aim at helping the patients make informed, important decisions about their healthcare and their lives and at the same time we assist the healthcare providers for better patient conversion.