Customer Success Lead - Oncology

Risa Labs • Palo Alto, CA

20h

About The Position

At RISA, we are building the future of mission critical workflows using the latest in AI. Our purpose is to solve humanity’s hardest hurdles, starting with the incredibly high stakes challenges within oncology. We are not just selling software, we are delivering resilient, autonomous infrastructure that powers foundational institutions and helps accelerate human progress.
Founders RISA was founded by Kshitij Jaggi and Kumar Shivang, IIT Kanpur alumni with a proven track record from their previous healthcare startup, Urban Health. Their vision is to streamline oncology care through cutting edge technology. Funding RISA Labs is a Series A startup backed by Optum Ventures, Cencora Ventures, Oncology Ventures, General Catalyst, Binny Bansal, z21 Ventures, John Simons and select angels.
About the Role We’re hiring a Customer Success Lead - Oncology, our first hire for customer success function. You will manage accounts hands-on, and also help build the customer success function. This role sits at the intersection of healthcare operations, service design, and technology enablement. We’re looking for someone who deeply understands the pain points of oncology workflows, and wants to build the support system that finally solves them.

Requirements

• 5–8+ years of experience in healthcare operations, customer success, or clinical support
• Excellent communication and interpersonal skills, especially under pressure
• Comfortable working cross-functionally with product, engineering, clinical, and growth teams

Nice To Haves

• Direct exposure to oncology workflows — prior experience with cancer centers, oncology EMRs (e.g., OncoEMR), or prior auth systems is a major plus
• Experience scaling support or service functions and excited about build from scratch

Responsibilities

• Operational Excellence: Design and implement workflows, SLAs, and escalation processes that ensure a responsive, proactive customer success experience
• Crisis Management: Own incident response and high-sensitivity partner interactions, ensuring issues are resolved with professionalism and urgency
• Metrics & Accountability: Define and track key support KPIs (e.g. resolution time, CSAT, issue frequency), and drive toward continuous improvement
• Onboarding & Enablement: Collaborate with clinical and product teams to ensure new partners are trained, equipped, and supported
• Feedback Loops: Capture, synthesize, and report common support trends and partner insights to inform engineering and product roadmaps

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed