Role Overview: Customer Success Analyst at Block (Afterpay)

Join Block's dynamic team as a Customer Success Analyst in London, United Kingdom. Block, the innovative force behind Afterpay, Square, and Cash App, is revolutionizing financial services globally. With over 24 million active customers and partnerships with top retailers like Anthropologie, Levi’s, and Ray-Ban, Afterpay empowers responsible spending through flexible payment solutions. As part of the Block ecosystem, this role positions you at the heart of customer-centric innovation.

The Customer Success Analyst is a high-impact position blending operational excellence with strategic leadership. You'll act as a domain owner, integrating builder-level execution with architect-level design to create lasting value. Move beyond reactive support to proactively engineer solutions that boost customer retention, satisfaction, and long-term success. Your influence spans in-lane expertise to cross-functional advocacy, representing customer voices in every major decision.

Founded in Sydney a decade ago, Afterpay has grown exponentially, now under Block's umbrella, focusing on financial freedom for shoppers and growth for retailers. This role offers a chance to shape the future of buy-now-pay-later services while thriving in a trust-based, rewarding culture. If you're passionate about fintech, customer outcomes, and operational strategy, this Customer Success Analyst job in London is your gateway to meaningful impact.

Key highlights include partnering with Vendor Management Operations (VMO), leading pilot programs, and driving KPIs like CSAT and FCR. Ideal for mid-level professionals with fintech or customer success experience seeking to lead change in a global powerhouse.

Key Responsibilities of a Customer Success Analyst at Block

1. Vendor & Operations Liaison: Collaborate with VMO as a Line of Business expert, attending critical vendor calls to deliver insights on policies, roadmaps, and constraints. Translate business goals into actionable vendor requirements.
2. Business Advocacy: Act as the primary stakeholder for support functions like Vendor Management, Workforce Management, Learning & Development, Quality, and Content. Define needs and enforce accountability.
3. Cross-Functional Leadership: Champion your domain in forums and strategic discussions, ensuring customer priorities drive decisions.
4. Advocate Enablement: Identify knowledge and tool gaps for advocates, partnering with VMO and L&D for scalable solutions.
5. Pilot Design & Execution: Co-create vendor pilots for innovative tools and processes, setting metrics, feedback mechanisms, and decision criteria.
6. Deep Expertise Development: Build unparalleled knowledge in your domain's products, policies, tools, and operations to become the ultimate go-to resource.
7. BPO Metrics & Accountability: Work with BPO managers and VMO leaders to monitor and elevate KPIs including CSAT, FCR, and AHT.
8. Proactive Solution Engineering: Design durable fixes that prevent issues and sustain value across customer success operations.
9. Customer Voice Representation: Embed customer retention and satisfaction into every initiative.
10. Strategic Influence: Deploy expertise across verticals to drive upstream change.
11. Performance Reporting: Analyze data to inform leadership on domain health and opportunities.
12. Team Collaboration: Foster partnerships that align operations with business evolution.
13. Innovation Advocacy: Push boundaries with experimental workflows and tech integrations.

These responsibilities make the role pivotal for anyone targeting Customer Success Analyst careers in fintech, offering hands-on leadership in a fast-paced environment.

Qualifications for Customer Success Analyst Jobs at Block

• 3+ years in customer success, operations, vendor management, or related fields.
• Demonstrated domain expertise in customer support, preferably in fintech or payments.
• Advanced skills in KPI analysis (CSAT, FCR, AHT) and data-driven insights.
• Proven cross-functional leadership without direct authority.
• Experience with BPO vendors, pilot programs, and operational scaling.
• Bachelor's in Business, Analytics, or equivalent; advanced degrees a plus.
• Fintech industry knowledge, especially buy-now-pay-later models.
• Proficiency in Excel, SQL, Tableau for metrics and reporting.
• Exceptional communication for stakeholder influence.
• Project management expertise for pilots and initiatives.
• Passion for customer-centric innovation and financial wellness.
• Ability to thrive in ambiguous, high-growth settings.

Block values diverse backgrounds; prior Afterpay or Block experience is advantageous but not required for this London Customer Success Analyst position.

Salary & Benefits for Customer Success Analysts at Block

Competitive compensation reflects London's market: estimated $65,000 - $85,000 USD yearly base, plus bonuses and equity. Full package includes:

• Performance bonuses and stock options.
• Comprehensive health coverage.
• Unlimited PTO and hybrid flexibility.
• Learning stipends up to £2,000/year.
• Wellness programs and mental health support.
• Generous parental leave.
• Office perks like free meals and gym access.
• Volunteer matching and career mobility.

This holistic package supports work-life balance in fintech's leading firm.

Why Join Block as a Customer Success Analyst?

Block isn't just a company; it's a movement for financial accessibility. Work with 250,000+ retailers globally, impacting millions. Enjoy a culture of trust, fairness, and reward. London office offers vibrant collaboration in a global hub. Grow with fintech pioneers driving sustainable change. Stand out in Customer Success Analyst jobs UK by joining a team where your work creates real-world freedom.

Block's commitment to diversity, equity, and inclusion ensures every voice matters. With rapid growth, this role offers clear paths to senior leadership.

How to Apply for Customer Success Analyst Role at Block London

Ready to elevate customer success? Submit your CV and cover letter highlighting relevant experience. Applications reviewed on rolling basis. Interviews include case studies on KPIs and pilots. Join us in London to build the future of payments!

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