Customer Success Team Lead
Confidential
NEW YORK
Full Time
Expires On: 05/13/2026
Job Description
Job Description
Salary: 80-90k
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 Rapaports 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 Rapaports 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 teams 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
