Customer Success Team Lead

Rapnet; New York (NY); Hybrid; USD 100,000 - 130,000; Full time

Job summary

A leading diamond trading network is looking for a Customer Success Team Lead in New York, NY. This role involves leading a team of Customer Success professionals while managing high-value accounts. Key responsibilities include driving customer retention, fostering team development, and ensuring operational excellence. Applicants should have significant experience in Customer Success, particularly with SaaS products, and possess strong people management skills. The position allows for a hybrid work arrangement.

Qualifications

• 5+ years of experience in Customer Success with a SaaS product.
• 2+ years of people management experience leading customer-facing teams.
• Demonstrated success managing enterprise or strategic accounts.

Responsibilities

• Lead, coach, and develop a team of ~6 Customer Success Representatives.
• Own end-to-end success outcomes across the team's portfolio.
• Monitor customer health, engagement metrics, and renewal forecasts.

Skills

Customer Success

People management

Account growth

Communication

CRM systems

Tools

Salesforce

Job description

Customer Success Team Lead

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 Team Lead to join our US office and lead a high-performing team of approximately six Customer Success professionals supporting Rapaport’s global customer base.

This is a player-coach role responsible for driving customer retention, expansion, and adoption while maintaining ownership of a portfolio of high-value, enterprise-level accounts. The role combines people leadership, revenue accountability, and hands-on customer engagement and is critical to scaling Rapaport’s Customer Success organization.

Location: Hybrid role - once a week in the New York office.

Role Overview

The Customer Success Team Lead will own the performance, development, and execution of a team managing customer relationships. In parallel, you will directly manage a defined set of strategic and enterprise accounts. This role requires a leader who can enforce execution and lead from the front.

Key Responsibilities

Team Leadership & Performance

• Lead, coach, and develop a team of ~6 Customer Success Representatives
• Set clear performance expectations, KPIs, and accountability standards
• Conduct regular 1:1s, performance reviews, and ongoing coaching
• Build a culture of ownership and continuous improvement

Customer Success & Revenue Ownership

• Own end-to-end success outcomes across the team’s portfolio, including retention and expansion
• Personally manage a book of enterprise and strategic accounts
• Support complex accounts and high-value renewal and expansion conversations
• Ensure consistent execution of Success Playbooks and best practices

Operational Excellence

• Monitor customer health, engagement metrics, and renewal forecasts
• Ensure accurate CRM usage, reporting, and pipeline visibility across the team
• Identify process gaps and implement scalable improvements

Requirements

• 5+ years of experience in Customer Success with a SaaS product
• 2+ years of people management experience leading customer-facing teams
• Demonstrated success managing enterprise or strategic accounts
• Proven track record of driving renewals, retention, and account growth
• Experience using CRM systems (Salesforce strongly preferred) and customer success tools
• Exceptional communication, coaching, and stakeholder management skills
• Highly organized, data-driven, and execution-focused

About the Rapaport Group

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

Additional information is available at www.diamonds.net.