Customer Success Analyst, Strategic Ops & Voice

Block; Melbourne; Hybrid; AUD 80,000 - 120,000; Full time

Benefits offered by this job

Remote work

Medical insurance

Flexible time off

Retirement savings plan

Family planning benefits

Job summary

Block, Inc. in Melbourne is seeking a Customer-Success Analyst to blend operational excellence with strategic evolution. You will support domain owners, align cross-functional teams, and advocate for customer outcomes across the lifecycle.

The role reports to the CS Group Lead (Consumer) with hybrid work options from Melbourne, VIC, enabling flexible collaboration across vertical domains and time zones.

Qualifications

• 2+ years in customer support or success operations.
• 1+ year supporting cross-functional projects with Product/Engineering/Operations.
• Ability to analyze metrics, identify root causes, and design solutions.
• Proven ability to influence outcomes without direct authority.
• Strong data literacy and analytical skills.

Responsibilities

• Partner with cross-functional teams to align operational goals for CS outcomes.
• Define requirements for support functions (VMO, WFM, L&D, QA, Content) and drive accountability.
• Represent customer needs in strategic decisions and drive retention and value.
• Oversee vendor pilots and define success metrics and go/no-go criteria.
• Develop domain expertise in products, policies, tools, and operations.
• Map end-to-end customer journey and synthesize CSAT/NPS feedback into action.

Skills

Customer support operations

Cross-functional collaboration

Analytical thinking

Data literacy

Influence without authority

Problem solving

Vendor coordination

Project management

Job description

Block, Inc. in Melbourne is seeking a Customer-Success Analyst to blend operational excellence with strategic evolution. You will support domain owners, align cross-functional teams, and advocate for customer outcomes across the lifecycle.

The role reports to the CS Group Lead (Consumer) with hybrid work options from Melbourne, VIC, enabling flexible collaboration across vertical domains and time zones.