Customer Success Lead - Oncology

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

• Team Leadership: Build, mentor, and manage a high-performing support team aligned with the realities of oncology care
• Operational Excellence: Design and implement workflows, SLAs, and escalation processes that ensure a responsive, proactive customer support experience
• Onboarding & Enablement: Collaborate with customer success, clinical, and product teams to ensure new partners are trained, equipped, and supported
• Healthcare Fluency: Serve as a key internal voice for the realities of clinical support and patient-facing teams — translating needs into product and policy improvements
• Feedback Loops: Capture, synthesize, and report common support trends and partner insights to inform engineering and product roadmaps
• Metrics & Accountability: Define and track key support KPIs (e.g. resolution time, CSAT, issue frequency), and drive toward continuous improvement
• Crisis Management: Own incident response and high-sensitivity partner interactions, ensuring issues are resolved with professionalism and urgency

Qualifications

• 5–8+ years of experience in healthcare operations, customer success, or clinical support
• Direct exposure to oncology workflows — prior experience with cancer centers, oncology EMRs (e.g., OncoEMR), or prior auth systems is a major plus
• Strong leadership and team-building skills; experience scaling support or service functions
• Excellent communication and interpersonal skills, especially under pressure
• Comfortable working cross-functionally with product, engineering, clinical, and partner teams