Customer Success Team Lead

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    "datePosted": "2026-02-09",
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    "description": "<p><span style=\"font-weight: bold\"><span style=\"text-decoration: underline\">Customer Success Team Lead </span></span></p>\n<p><br><br></p>\n<p>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.</p>\n<p> </p>\n<p>We are seeking a <span style=\"font-weight: bold\">Customer Success Team Lead</span> 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 <span style=\"font-weight: bold\">player-coach role</span> 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.</p>\n<p> </p>\n<p><span style=\"font-weight: bold\">Role Overview</span></p>\n<p>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.</p>\n<p> </p>\n<p><span style=\"font-weight: bold\">Key Responsibilities</span></p>\n<p><span style=\"font-weight: bold\">Team Leadership &amp; Performance</span></p>\n<ul>\n<li>Lead, coach, and develop a team of ~6 Customer Success Representatives</li>\n<li>Set clear performance expectations, KPIs, and accountability standards</li>\n<li>Conduct regular 1:1s, performance reviews, and ongoing coaching</li>\n<li>Build a culture of ownership and continuous improvement</li>\n</ul>\n<p><span style=\"font-weight: bold\">Customer Success &amp; Revenue Ownership</span></p>\n<ul>\n<li>Own end-to-end success outcomes across the team’s portfolio, including retention and expansion</li>\n<li>Personally manage a book of <span style=\"font-weight: bold\">enterprise and strategic accounts</span></li>\n<li>Support complex accounts and high-value renewal and expansion conversations</li>\n<li>Ensure consistent execution of Success Playbooks and best practices</li>\n</ul>\n<p><span style=\"font-weight: bold\">Operational Excellence</span></p>\n<ul>\n<li>Monitor customer health, engagement metrics, and renewal forecasts</li>\n<li>Ensure accurate CRM usage, reporting, and pipeline visibility across the team</li>\n<li>Identify process gaps and implement scalable improvements</li>\n</ul>\n<p> </p>\n<p><span style=\"font-weight: bold\">Requirements</span></p>\n<ul>\n<li>5+ years of experience in <span style=\"font-weight: bold\">Customer Success with a SaaS product</span></li>\n<li>2+ years of <span style=\"font-weight: bold\">people management</span> experience leading customer-facing teams</li>\n<li>Demonstrated success managing <span style=\"font-weight: bold\">enterprise or strategic accounts</span></li>\n<li>Proven track record of driving renewals, retention, and account growth</li>\n<li>Experience using CRM systems (Salesforce strongly preferred) and customer success tools</li>\n<li>Exceptional communication, coaching, and stakeholder management skills</li>\n<li>Highly organized, data-driven, and execution-focused</li>\n</ul>\n<p> </p>\n<p>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<a href=\"http://www.diamonds.net/\" target=\"_blank\" rel=\"noopener noreferrer\"> www.diamonds.net</a>.</p>",
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