Customer Success Lead
Posted on April 23, 2026 (about 1 month ago)
About RISA Labs
At RISA, we are building the future of mission-critical workflows by leveraging the latest in AI to address high-stakes challenges in oncology. We are developing the BOSS Console, an AI operating system that unifies data ingestion, intelligence, and action to transform how cancer centers and other enterprises operate.
RISA was founded by Kshitij Jaggi and Kumar Shivang (IIT Kanpur alumni) and 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, and product direction and real-world outcomes in oncology care.
You will work closely with founders, product, sales, and engineering to ensure customers adopt and depend on RISA.
What You'll Own
Your responsibilities will evolve quickly. Core ownership areas include:
- Own high-stakes customer outcomes: manage and scale a portfolio of US-based B2B SaaS enterprise accounts, accountable for onboarding, adoption, retention, renewals, and expansion, including six-figure to million-dollar ARR accounts. Role may require flexibility across time zones.
- Protect and grow revenue: drive renewals and expansions, identify early churn signals, intervene to save at-risk high-value accounts, and partner with Sales for upsell opportunities.
- Build scalable Customer Success processes: design onboarding playbooks, health scoring, QBRs, escalation paths, and repeatable CS workflows; track and report CS metrics tied to retention and expansion.
- Be the voice of the customer internally: translate feedback into product and engineering priorities, work cross-functionally to unblock customers, and ensure customer insights shape roadmap decisions.
- Own executive-level communication: run structured conversations with customer leadership, lead QBRs, roadmap reviews, and escalation calls, and communicate value and outcomes clearly.
Who You Are
We are looking for someone with 3–5 years of experience in Customer Success / Account Management in B2B SaaS, comfortable managing and scaling US enterprise accounts across time zones.
Proven experience in saving or stabilizing high-value (six-figure / million-dollar) accounts, driving measurable revenue impact through renewals and expansion, building or improving CS processes that scale, and operating in ambiguity with speed and ownership.
Attributes: outcome-driven (not ticket-driven), calm under pressure, empathetic, firm when needed, and accountable for critical customer relationships.
The Opportunity at RISA
Be one of the early Customer Success hires working closely with founders, shape how RISA scales CS globally, work with top cancer centers and major US enterprises, protect and grow revenue at scale, and grow into leadership or specialized ownership as the company expands.
RISA offers ownership, visibility, and space to do meaningful work focused on outcomes, trust, and impact.
How to Apply
Apply via the Greenhouse job page by clicking the Apply button. Complete the online application form and submit your Resume/CV (required) and optional Cover Letter.
Accepted file types for uploads: pdf, doc, docx, txt, rtf.
Application Details
The application form requests First Name, Last Name and Email (required). You may autofill using MyGreenhouse, attach files from your device, Dropbox or Google Drive, or enter details manually. You can also provide LinkedIn profile and personal website links. Submit your completed application using the "Submit application" button on the Greenhouse form.