What are the responsibilities and job description for the Customer Success Team Lead position at Rapaport?
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
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
- 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
- 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
- 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