Customer Success Team Lead New York

Company: Rapaport
Location: New York City
Posted on: February 16, 2026

Job Description:

Job Description Job Description Salary: 80-90k Customer Success Team Lead New York 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 New York 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: New York, NY (full-time in office - 5 days a week) 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, Account Management 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 atwww.diamonds.net.

Keywords: Rapaport, Union , Customer Success Team Lead New York, Accounting, Auditing , New York City, New Jersey