Customer Success Analyst, Afterpay

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

The Role

As a Customer Success Analyst, you are a high-influence domain owner responsible for integrating operational excellence with strategic evolution. This role harmonizes the practical execution of a builder with the systemic design of an architect. This approach enables you to move beyond reactive interventions, empowering you to proactively engineer durable solutions that create sustained value across your entire scope.

Your scope spans from in-lane expertise to cross-functional leadership, with the flexibility to deploy across vertical domains and influence change upstream. As the voice of Customer Success, you represent customer needs and outcomes in all strategic decisions, ensuring that every initiative prioritizes customer retention, satisfaction, and long-term value.

You Will

1. Operational Excellence

• Vendor & Operations Liaison: Partner with VMO as the LOB expert. Attend key vendor calls to provide deep context on policies, roadmaps, best practices, and supportability constraints, translating LOB objectives into concrete vendor requirements.
• Business Advocacy: Serve as the primary business stakeholder for support functions (VMO, WFM, L&D, QA, Content), defining requirements and driving accountability.
• Cross-Functional Leadership: Represent your domain in cross-functional forums and act as a key voice in strategic decisions.
• Advocate Enablement: Define advocate "confidence" needs (knowledge, tools) for your domain and partner with VMO and L&D to ensure they are delivered at scale.
• Pilot Design & Execution: Co-design and oversee vendor pilots for new tools, flows, or experimental work, defining success metrics, feedback loops, and go/no-go criteria.
• Deep Expertise Development: Develop and maintain deep subject matter expertise in your domain's products, policies, tools, and operational mechanics to become the go-to expert.
• BPO Metrics & Accountability: Partner with BPO Operation Managers and VMO leadership to oversee and influence KPI results for your domain (CSAT, FCR, AHT, QA).

2. Strategic Focus

• OKR Definition & Tracking: Define and contribute to domain-level OKRs.
• End-to-End Journey Mapping: Map the E2E customer journey for your domain. Own and synthesize all customer sentiment (CSAT, NPS, escalations) into a single, unified view of systemic pain points.
• Systemic Health & Diagnostics: Own the health of systemic policies, workflows, and tools. Diagnose operational metrics (AHT, FCR, CSAT, and QA) with a technical lens to identify root causes in tooling, policy, or process design.
• Product & Process Supportability: Partner directly with Engineering, Support Product, Compliance, and Risk to ensure all changes are supportable, compliant, and improve the customer (and advocate) experience at scale.
• Retention & Loyalty Impact Analysis: Analyze how support experiences impact customer retention and loyalty; translate insights into business impact narratives.
• Product Experience Leadership: Serve as the "Product Experience Liaison" for your domain; translate data-backed analysis into problem briefs and requirements for Product and Engineering partners. Serve as a key stakeholder for all new product launches to define the systemic "support playbook."

3. Integrated Execution

• Root Cause to Solution: Move seamlessly from identifying systemic pain points to designing and driving operational fixes.
• Durable Solution Design: Design solutions that are not just operationally effective but also scalable, compliant, and maintainable long-term.
• Cross-Domain Influence: Leverage both operational credibility and strategic vision to drive alignment across Product, Engineering, Support, and Risk teams.

Continuous Improvement Cycles: Establish feedback loops that connect operational metrics to strategic insights, creating a virtuous cycle of improvement.

You Have

• 5-7 years in customer support operations, customer success operations, or related field
• 2+ years in a strategic or analytical role (e.g., Operations Manager, Senior Analyst, Program Manager)
• 1+ year driving cross-functional projects with Product, Engineering, or Operations teams
• Demonstrated ability to analyze operational metrics, identify root causes, and design solutions
• Proven success influencing outcomes without direct authority
• Analytical Rigor: Strong analytical skills with high data literacy. Ability to find, analyze, and synthesize ambiguous and complex data from multiple sources to identify root causes and design solutions.
• Cross-Functional Influence: Proven ability to drive results through influence, not authority. Can effectively communicate and build alignment with senior partners in Product, Engineering, Risk, and Operations.
• Strategic & Systems Thinking: A creative and persistent problem-solver who can manage systemic complexity, design durable solutions, and anticipate downstream impacts.
• Operational Execution: Hands-on ability to manage pilots, coordinate with vendors, and drive operational improvements with measurable outcomes.
• Program Management: Experience managing complex, cross-functional, multi-quarter projects from scoping to completion, with ability to adapt as conditions change.
• Drive Results: The ability to systematically investigate operational metrics, identify underlying causes of performance gaps, and design targeted interventions that move KPIs in the desired direction.
• Deep product or policy knowledge in a relevant domain (e.g., FinTech, payments, risk)
• Experience with process improvement methodologies (e.g., Six Sigma, Lean)
• Track record of designing and scaling solutions across multiple business units
• Comfort with ambiguity and ability to thrive in fast-moving environments

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations throughout the recruitment process. If you require an accommodation, let your recruiter know.  Want to learn more about what we’re doing to build an inclusive workplace? Check out our Inclusion & Diversity page.