Customer Success Lead - Oncology

About RISA Labs

Cancer patients face not just a disease, but a broken system where delays in treatment are common due to outdated, error-prone workflows. RISA Labs is changing that with our Business Operating System as a Service (BOSS) - a powerful platform built for the vertical complexity of healthcare, that transforms healthcare operations. Unlike simple automation tools, BOSS breaks down complex workflows into small tasks, managed by smart AI agents like LLMs, digital twins, and reinforcement learners. This creates a digital workforce that doubles the efficiency of healthcare teams, letting a 1,000-person institution operate like it has 2,000 staff overnight.

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 backed by $3.5 million in seed funding, led by Flipkart co-founder Binny Bansal, with support from Oncology Ventures, General Catalyst, z21 Ventures, Odd Bird VC, and angel investor Ashish Gupta.

Role Overview

We’re hiring a Customer Success Lead - Oncology

to lead and scale our customer experience function across our oncology partnerships. You’ll build and manage the frontline team supporting oncologists, pharmacists, care coordinators, and administrative staff as they implement and use RISA’s platform.

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.

Responsibilities

Build, mentor, and manage a high-performing support team aligned with the realities of oncology care

Design and implement workflows, SLAs, and escalation processes that ensure a responsive, proactive customer support experience

Collaborate with customer success, clinical, and product teams to ensure new partners are trained, equipped, and supported

Serve as a key internal voice for the realities of clinical support and patient-facing teams — translating needs into product and policy improvements

Capture, synthesize, and report common support trends and partner insights to inform engineering and product roadmaps

Define and track key support KPIs (e.g. resolution time, CSAT, issue frequency), and drive toward continuous improvement

Qualifications