Customer Success Representative at Rapaport

University of Delaware; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

A recognized educational institution in New York is seeking a Customer Success Representative. The role involves managing customer relationships post-sale, ensuring retention, and onboarding new customers. The successful candidate will have 2+ years in Customer Success, experience with Salesforce or Intercom, and strong communication skills. This full-time, office-based position offers the chance to play an integral part in the organization's Customer Success initiatives.

Qualifications

• Preferred – 2 years' experience in Customer Success, preferably for an online internet service.
• Experience working with chat and ticketing systems such as Salesforce and Intercom is advantageous.
• Team player with high integrity and strong organizational skills.
• Technical orientation and affinity for solving technology issues.
• Ability to understand and address customer requirements.
• Strong listening and communication skills.

Responsibilities

• Establish and manage customer relationships from end-to-end.
• Renew annual subscriptions.
• Explain new features and onboard new customers.
• Monitor customer usage and perform health checkups.
• Maintain relationships to drive product adoption.
• Cross-sell and upsell products to existing members.

Skills

Customer Success experience

Salesforce and Intercom knowledge

Team player

Organizational and time-management skills

Technical orientation

Strong listening and communication skills

Job description

Rapaport Customer Success Representative

The Rapaport Group is an international network of companies providing added‑value services that support the development of ethical, transparent, competitive, and efficient diamond and jewelry markets.

We are seeking a Customer Success Representative to join our New York office and serve as the trusted point of contact for Rapaport’s customers, beginning from post‑sale and extending through onboarding, subscription renewals, and upgrades. This role is responsible for driving customer retention, expansion, and adoption while maintaining ownership of a portfolio of high‑value, enterprise‑level accounts.

This position combines people leadership, revenue accountability, and hands‑on customer engagement and is critical to scaling Rapaport’s Customer Success organization.

Location:

New York, NY (full‑time, office‑based)

Responsibilities:

• Establish and manage customer relationships from end‑to‑end once a sale is made
• Renew annual subscriptions
• Explain new features and onboard new customers
• Monitor customer usage and perform regular customer health checkups
• Maintain and nurture relationships with customers to drive product adoption
• Cross‑sell and upsell products to existing members

Requirements:

• Preferred – 2 years’ experience in Customer Success, preferably for an online internet service
• Experience working with chat and ticketing systems such as Salesforce and Intercom – an advantage
• Team player with a high level of integrity, organizational and time‑management skills
• Technical orientation and affinity for solving technology issues when assisting customers
• Ability to understand customer requirements and address their needs
• Strong listening and communication skills with the ability to be the voice of the customer in our team

About the Rapaport Group:

Established in 1976, the Group has more than 20,000 clients in over 120 countries. Group activities include Rapaport Information Services providing research, analysis and news; RapNet – the world's largest diamond trading network; Rapaport Laboratory Services provides GIA gemological services in India, Belgium and Israel; and Rapaport Trading and Auction Services specializing in recycled diamonds and jewelry.