Customer Success Representative

Job Description:

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. RapNet, a division of the Rapaport Group, is an online B2B diamond, gem, and jewelry marketplace catering to thousands of diamond and jewelry manufacturers, dealers, and retailers internationally. We are seeking a Customer Success Representative to join our Mumbai team, serving our growing customer base across the Asia-Pacific region.

Reporting to the Customer Success Manager, the Customer Success Representative will serve as the primary point of contact for RapNet;s customers throughout their journey—from post- sale onboarding through subscription renewals and account growth. This role is ideal for someone passionate about building relationships, solving problems, and driving customer success. As a Customer Success Representative, you will experience continuous growth, daily challenges, and diverse opportunities.

The Customer Success Representative will proactively engage with assigned accounts, primarily in China, Hong Kong, and Taiwan, as well as other key markets across Southeast Asia and East Asia, ensuring customers leverage RapNet;s full functionality and maximize the value of their subscriptions.

Location: Mumbai, India (full-time, office-based)
Please submit your CV in English.
 
Responsibilities:
 Manage end-to-end customer relationships from post-sale through ongoing
account management across the Asia-Pacific region
 Drive annual subscription renewals and identify expansion opportunities
 Conduct product demonstrations, explain new features, and onboard new
customers
 Monitor customer engagement metrics and conduct regular account health
reviews
 Build and nurture strong customer relationships to increase product adoption and
satisfaction
 Identify and execute cross-sell and upsell opportunities within existing accounts
 Serve as the voice of the customer, providing feedback to internal teams
 Work across multiple time zones to accommodate customers throughout the
region 
Requirements:
 Fluency in Mandarin and Cantonese (spoken and written) is essential for serving
customers in China, Hong Kong, and Taiwan
 Professional proficiency in English
 Minimum 2 years of experience in Customer Success, Account Management, or a
related role, preferably within an online or SaaS environment

 Experience with CRM platforms and customer support tools such as Salesforce, or
similar systems, is highly desirable
 Strong organizational skills with the ability to manage multiple accounts and
priorities simultaneously
 Excellent interpersonal and communication skills with the ability to build rapport
and trust across cultures
 Customer-centric approach with the ability to understand business needs and
deliver tailored solutions
 Team player with high integrity, reliability, and attention to detail
 Flexibility to work with customers across different time zones in the Asia-Pacific
region
What We Offer:
 Opportunity to work with a global leader in the diamond and jewelry industry
 Dynamic, multicultural work environment serving diverse international markets
 Professional development