Customer Success Lead

About RISA Labs

At RISA, we are building the future of mission-critical workflows by leveraging the latest in AI. Our purpose is to solve humanity’s hardest hurdles, and we are starting with the incredibly high-stakes challenges within oncology. We’re not just selling software; we are delivering a new kind of resilient, autonomous infrastructure that powers foundational institutions and ultimately helps accelerate human progress.

At RISA, we’re building the BOSS Console, an AI operating system that unifies data ingestion, intelligence, and action to transform how enterprises operate starting with cancer centers.

We are scaling fast and looking for people who comes with little to no bias and believe exactly what we believe:

• Customer success is ownership - end to end and accountability when it matters most

• If you’re placed in front of a customer - especially when things are hard, you earn their trust, protect the relationship, and create long-term value

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.

Why This Role Matters

This is a revenue-protecting, growth-driving, trust-owning seat.

Customer Success at RISA directly impacts:

• Retention of high-value US enterprise accounts

• Expansion and long-term revenue growth

• Product direction and real-world outcomes in oncology care

You’ll work closely with founders, product, sales, and engineering to ensure customers don’t just adopt RISA - but depend on it.

What You’ll Own (Any or more of the following)

Your responsibilities will evolve quickly, but core ownership areas include:

• Own High-Stakes Customer Outcomes

• Manage and scale a portfolio of US-based B2B SaaS enterprise accounts

• Be accountable for onboarding, adoption, retention, renewals, and expansion

• Handle complex customer scenarios where trust, urgency, and outcomes matter

• Own relationships that may include six-figure to million-dollar ARR accounts

• This role may require flexibility across time zones, which is an essential aspect of supporting the business effectively

• Protect and Grow Revenue

• Drive renewals and expansions with a clear understanding of customer ROI

• Identify early churn signals and intervene before risk becomes reality

• Play a key role in saving at-risk high-value accounts

• Partner with Sales to unlock upsell and expansion opportunities

• Build Scalable Customer Success Processes

• Design and refine onboarding playbooks, health scoring, QBRs, and escalation paths

• Create repeatable CS workflows that scale as customers and revenue grow

• Bring structure to ambiguity and build systems that prevent customer drop-off

• Track and report on CS metrics tied to retention, expansion, and revenue impact

• Be the Voice of the Customer Internally

• Translate customer feedback into clear product and engineering priorities

• Work cross-functionally to unblock customers and close feedback loops

• Ensure customer insights shape roadmap decisions and execution priorities

• Own Executive-Level Communication

• Run structured conversations with customer leadership teams

• Lead QBRs, roadmap reviews, and escalation calls with confidence

• Communicate value, outcomes, and next steps clearly and credibly

Who You Are

This role is for someone who is:

• Experienced (3–5 years) in Customer Success / Account Management in B2B SaaS

• Comfortable managing and scaling US enterprise accounts across time zones

Proven in:

• Saving or stabilizing a high-value (six-figure / million-dollar) account

• Driving measurable revenue impact through renewals and expansion

• Building or improving CS processes that scale

• Outcome-driven, not ticket-driven

• Calm under pressure, firm when needed, empathetic when it matters

• Comfortable with ambiguity, speed, and ownership

• Someone who thinks: “If this account is critical, it’s my responsibility”

The Opportunity at RISA

If you thrive here, you will:

• Be one of the early Customer Success hires working closely with founders

• Own and shape how RISA scales customer success globally

• Work with top cancer centers and major US enterprises

• Play a direct role in protecting and growing revenue at scale

• Grow into leadership or specialized ownership as the company expands

We Don’t Limit You

At RISA, the ceiling is what you decide. We don’t box people in- we give them ownership, visibility, and the space to do the most meaningful work of their careers.

If you care deeply about outcomes, trust, and building something that truly matters - this role is for you.