Customer Success Analyst Jobs in Melbourne at Block: Role Overview, Salary, Benefits & How to Apply

Are you passionate about driving customer success in a fast-paced fintech environment? Discover Customer Success Analyst careers at Block in Melbourne, Australia. Block, the innovative company behind Afterpay, is expanding its team to support over 24 million customers and 250,000+ retailers worldwide. This hybrid role offers the chance to shape operational excellence and strategic growth in the Buy Now Pay Later (BNPL) space. With a focus on customer retention, satisfaction, and long-term value, you'll join a movement empowering financial freedom. Read on for a complete guide to Customer Success Analyst jobs Melbourne, including responsibilities, qualifications, salary insights, benefits, and application tips to land your dream role at Block.

Role Overview

The Customer Success Analyst at Block is a pivotal role blending operational execution with strategic vision. Reporting to the CS Group Lead (Consumer), you'll support domain owners by integrating builder-like practicality with architect-level systemic design. This goes beyond reactive support—you'll proactively engineer durable solutions that deliver sustained value across your scope.

Based in Melbourne, VIC, with hybrid work-from-home flexibility, your influence spans in-lane expertise to cross-functional partnerships. As the voice of Customer Success, you'll champion customer needs in every strategic decision, prioritizing retention, satisfaction, and lifetime value. Afterpay's mission to help people spend responsibly aligns perfectly with Block's ecosystem, making this a high-impact position in a global leader founded in Sydney in 2014.

In this role, expect to attend key vendor calls, define requirements for support functions, map customer journeys, and oversee KPIs like CSAT, FCR, AHT, and QA. It's ideal for analytical minds who thrive in dynamic environments, influencing change upstream while partnering with VMO, BPO managers, and L&D teams. If you're searching for Customer Success Analyst jobs in Melbourne, this opportunity at Block combines purpose, innovation, and career growth.

Key Responsibilities

As a Customer Success Analyst at Block, your day-to-day will be diverse and impactful. Here's what you'll do:

• Support leads in partnering with VMO as the Line of Business (LOB) expert, attending vendor calls to translate objectives into requirements.
• Serve as the primary stakeholder for support functions (VMO, WFM, L&D, QA, Content), driving accountability and defining needs.
• Represent leadership in cross-functional forums, acting as a key voice in strategic decisions.
• Define 'confidence' needs for advocates (knowledge, tools) and collaborate with VMO/L&D for scalable delivery.
• Co-design vendor pilots for new tools/flows, establishing metrics, feedback loops, and criteria.
• Build deep subject matter expertise in products, policies, tools, and operations.
• Partner with BPO Operation Managers to influence KPIs like CSAT, FCR, AHT, and QA.
• Contribute to defining domain-level OKRs.
• Map E2E customer journeys and synthesize sentiment (CSAT, NPS, escalations) into unified pain point views.
• Analyze support experiences to proactively address systemic issues.
• Drive operational excellence through cross-domain flexibility.
• Influence upstream change to enhance customer outcomes.

These responsibilities position you at the heart of Block's customer-centric operations, making you indispensable to the team's success.

Qualifications

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

• 3+ years in customer success, support ops, or analytics.
• Expertise in data analysis, KPI optimization, and customer sentiment synthesis.
• Experience in vendor management and cross-functional stakeholder engagement.
• Proficiency in customer journey mapping and tools like CRM, Excel, or analytics platforms.
• Strong communication for high-influence scenarios like vendor calls.
• Fintech/BNPL knowledge is a plus.
• Bachelor's in Business, Analytics, or related.
• Hybrid work readiness in Melbourne.
• Proactive problem-solving and strategic mindset.

No advanced degree required—demonstrated impact matters most at Block.

Salary & Benefits

Customer Success Analyst salary at Block Melbourne typically ranges from $85,000 to $115,000 USD equivalent annually, based on experience, plus bonuses and equity. Benefits include:

• Hybrid Melbourne flexibility.
• Health insurance and wellness perks.
• Unlimited PTO, parental leave.
• Stock options, retirement match.
• Professional development stipend.
• Free meals, gym reimbursements.
• Volunteer programs.

This package supports work-life balance in Australia's vibrant fintech hub.

Why Join Block?

Block isn't just a job—it's a movement. With Afterpay's global reach, you'll impact millions while enjoying Melbourne's lifestyle. Trust-based culture rewards innovation, offering growth in a sustainable world. Join 24M+ customers' success story.

How to Apply

Ready for Customer Success Analyst careers at Block? Tailor your resume to highlight analytics and partnerships. Apply via Block's careers page, prepare for behavioral interviews on KPIs and scenarios. Stand out by showcasing fintech passion. Melbourne awaits!