Role Overview

The Customer Success Analyst role at Block is designed for high-impact professionals who thrive at the intersection of operations and strategy. Starting from humble beginnings in 2013, Block has evolved Cash App into a powerhouse ecosystem encompassing peer-to-peer payments, Afterpay/Clearpay buy-now-pay-later services, and more. With thousands of global employees, Block fosters a distributed, innovative culture prioritizing creativity, productivity, and happiness.

As a Customer Success Analyst, you'll serve as a domain owner, integrating practical execution with systemic design. Move beyond reactive fixes to proactively engineer solutions that drive customer retention, satisfaction, and long-term value. Your influence spans in-lane expertise to cross-functional leadership, positioning you as the voice of the customer in every strategic decision. This Bay Area-based role (with remote flexibility) is perfect for those passionate about redefining money's role in everyday life.

Key aspects include vendor liaison duties, business advocacy, pilot execution, and OKR ownership. You'll partner with VMO, BPOs, and support teams to optimize metrics like CSAT, FCR, AHT, and QA. If you're ready to harmonize builder mindset with architect vision, this Customer Success Analyst job at Block is your next step.

Key Responsibilities

Block's Customer Success Analysts wear many hats, from tactical operations to high-level strategy. Here's what you'll do daily:

• Act as Vendor & Operations Liaison: Attend key vendor calls, providing LOB context on policies and roadmaps.
• Drive Business Advocacy: Define requirements for support functions and ensure accountability.
• Lead Cross-Functionally: Represent your domain in forums and strategic decisions.
• Enable Advocates: Identify knowledge/tool gaps and collaborate on scalable solutions.
• Design Pilots: Co-create vendor pilots with metrics, feedback, and go/no-go criteria.
• Build Expertise: Become the go-to expert on products, policies, and tools.
• Oversee BPO Metrics: Influence CSAT, FCR, AHT, and QA results.
• Define OKRs: Contribute to domain-level objectives and tracking.
• Map Journeys: Synthesize customer sentiment into unified pain point views.
• Diagnose Health: Analyze metrics technically to pinpoint root causes in tooling or processes.
• Engineer Solutions: Proactively build durable fixes for systemic issues.
• Advocate Upstream: Influence change across verticals as Customer Success voice.
• Monitor Systemic Health: Own policies, workflows, and tools for optimal performance.

These responsibilities ensure you're not just executing but shaping the future of customer success at Block.

Qualifications

To excel as a Customer Success Analyst at Block, bring these qualifications:

• 5+ years in customer success, ops, or support in fintech/SaaS.
• Proven domain expertise and cross-functional leadership.
• Analytical prowess in CSAT, NPS, FCR, AHT metrics.
• Vendor/BPO partnership experience.
• Pilot design and execution skills.
• OKR and journey mapping proficiency.
• Technical diagnostic abilities for root causes.
• Strong communication for advocacy.
• Degree in Business/Analytics preferred.
• Fintech/payments background a plus.

Block values diverse experiences; if you embody these, apply now for this Bay Area opportunity.

Salary & Benefits

Earn a competitive salary estimated at $120,000 - $160,000 USD yearly, based on experience. Block's total rewards package includes:

• Performance bonuses and equity.
• Full health coverage.
• 401(k) match.
• Unlimited PTO.
• Remote options.
• Learning stipends.
• Mental health support.
• Parental leave.
• Wellness perks.
• Meals and volunteer time.

This comprehensive package supports your professional and personal growth.

Why Join Block?

Block isn't just a company; it's a mission to make money relatable and accessible. Work with 50M+ users on groundbreaking products like Cash App and Afterpay. Enjoy a distributed culture emphasizing innovation and impact. Bay Area location offers proximity to tech hubs, with remote flexibility. Join a collaborative team driving real change in fintech. Career growth, equity, and a fun environment await.

Employee testimonials highlight the autonomy, resources, and sense of purpose. Whether in San Francisco offices or remote, you'll thrive in this dynamic ecosystem.

How to Apply

Ready for Customer Success Analyst careers at Block? Submit your resume and cover letter via our careers portal. Highlight relevant fintech experience and metrics achievements. Interviews include case studies on journey mapping and pilots. Block is an equal opportunity employer committed to diversity.

Applications reviewed on a rolling basis. Don't miss this Bay Area, CA gem—apply now and redefine customer success!