Customer Success Analyst Careers at Block - Oakland, CA | Apply Now!

Role Overview

The Customer Success Analyst role at Block, formerly known for its innovative Afterpay integration, is a pivotal position in Oakland, CA. This high-influence domain owner role blends operational excellence with strategic evolution, allowing you to act as both a builder and an architect in the customer success landscape. At Block, we're revolutionizing financial freedom through responsible spending solutions like Afterpay, serving over 24 million customers and 250,000 retailers worldwide. As a Customer Success Analyst, you'll ensure customer retention, satisfaction, and long-term value by representing customer needs in every strategic decision.

This position spans in-lane expertise to cross-functional leadership, giving you flexibility to deploy across vertical domains and drive upstream change. If you're passionate about fintech, customer advocacy, and operational innovation, join Block's movement where everyone wins—shoppers, retailers, and team members alike. Founded in Sydney 10 years ago, Afterpay under Block is committed to positive outcomes, financial wellness, and sustainable growth.

Key Responsibilities

As a Customer Success Analyst at Block in Oakland, your responsibilities are diverse and impactful:

• Partner with Vendor Management Operations (VMO) as a Line of Business (LOB) expert, attending key vendor calls to provide context on policies, roadmaps, best practices, and constraints.
• Translate LOB objectives into actionable vendor requirements, ensuring alignment with business goals.
• Serve as the primary stakeholder for support functions like Vendor Management, Workforce Management, Learning & Development, Quality, and Content.
• Drive accountability by defining clear requirements for these teams.
• Represent your domain in cross-functional forums, voicing customer success priorities in strategic decisions.
• Define advocate 'confidence' needs—knowledge and tools—and collaborate with VMO and L&D for scalable delivery.
• Co-design and execute vendor pilots for new tools, flows, or experiments, including metrics, feedback loops, and go/no-go criteria.
• Build deep subject matter expertise in your domain's products, policies, tools, and mechanics to become the go-to authority.
• Oversee BPO metrics like CSAT, FCR, and AHT in partnership with operation managers and VMO leadership.
• Proactively engineer solutions that create sustained value beyond reactive fixes.
• Influence cross-domain change and upstream initiatives for holistic impact.
• Champion customer outcomes in all Afterpay and Block ecosystem projects.

Qualifications

To thrive as a Customer Success Analyst at Block, candidates should possess:

• 3+ years in customer success, operations, or vendor management, ideally in fintech or e-commerce.
• Proven analytical prowess in tracking KPIs such as CSAT, FCR, AHT, and retention rates.
• Exceptional cross-functional leadership and communication skills.
• Experience with BPO vendors, pilot programs, and enablement strategies.
• Deep domain knowledge in customer support tools, policies, and operations.
• Bachelor's degree in Business, Operations Management, or a related field.
• Ability to advocate for business needs and drive vendor accountability.
• Strategic mindset for designing scalable, durable solutions.
• Familiarity with Afterpay-like payment solutions or customer-centric platforms.
• Strong problem-solving skills for proactive issue resolution.
• Adaptability to work in a fast-paced, global environment.

Block values diverse backgrounds and a commitment to financial inclusion.

Salary & Benefits

Customer Success Analyst salaries at Block in Oakland, CA, typically range from $105,000 to $145,000 USD yearly, depending on experience, plus bonuses and equity. Block offers industry-leading benefits:

• Comprehensive health, dental, vision coverage.
• 401(k) with generous matching.
• Unlimited PTO and flexible scheduling.
• RSUs in the Block ecosystem.
• Professional growth stipends.
• Wellness programs including mental health support.
• Generous parental leave.
• Commuter perks and fitness reimbursements.
• Volunteer PTO and donation matching.
• Ergonomic home office setups.
• Global team events.
• Learning partnerships with top vendors.

These perks support work-life balance and career advancement in Oakland's vibrant tech scene.

Why Join Block?

Block is more than a company—it's a movement for financial freedom. With Afterpay's global reach, you'll impact millions by enabling responsible spending. Oakland's office offers a collaborative culture, innovation-driven projects, and proximity to San Francisco's tech hub. Enjoy trust-based leadership, rewarding good work, and a vision for an accessible world. Block invests in your growth through L&D, pilots, and cross-functional exposure. Join retailers like Anthropologie, Levi’s, and Ray-Ban partners in scaling customer success. Be part of positive societal change while advancing your career in customer success analyst roles.

Oakland, CA, provides an ideal backdrop with its diverse community, cultural attractions, and tech opportunities. Block's commitment to sustainability and inclusion makes it a top employer for customer success careers.

How to Apply

Ready to elevate customer success at Block? Submit your resume and a cover letter highlighting your vendor management and KPI experience. Tailor your application to our emphasis on operational excellence and customer advocacy. Interviews include case studies on pilot design and cross-functional scenarios. Block is an equal opportunity employer; we celebrate diversity. Apply now for the Customer Success Analyst role in Oakland, CA—shape the future of fintech!