Remote Customer Success Lead at Block Renovation

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Apply for the position of Remote Customer Success Lead at Block Renovation!

Block Renovation is rebuilding the $500B+ renovation industry. We’ve built a nationwide platform that connects homeowners and business owners with high-quality contractors and brings transparency, predictability, and scalability to home renovation.

At Block Renovation you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

Individuals interested in the Customer Care Job at Block Renovation should review the details, requirements, and application process provided below.

Marketplace Customer Success Lead

• Job Type: Full Time | Remote
• Required Qualification: BSC/HND/BA
• Category: Customer Care
• Location: Remote | US
• Salary: $95,000 – $110,000

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Job Details:

Block is looking for a Marketplace Customer Success Lead to own the strategy and execution behind contractor activation, engagement, and proposal conversion across our marketplace. This role sits at the intersection of revenue, contractor experience, and marketplace health. You’ll build the playbook for how we activate and enable contractors nationwide, and translate frontline insights into strategic improvements. The right person is entrepreneurial, analytical, and motivated to build something from the ground up, not just execute a predefined plan. This person will report into the Associate Director of Contractor Network.

What You’ll Do

Drive Contractor Activation & Engagement

• Own the activation strategy across markets, improving work order acceptance rates and contractor responsiveness
• Identify and execute solutions which address root causes behind low engagement, scope misalignment, or decline trends
• Design proactive campaigns in Outreach targeting declined work orders, expired matches, and inactive contractors
• Remove friction between accepted work orders and published proposals
• Partner with Product, Recruitment, and Sales to drive improvements across the platform

Own Contractor Performance Metrics

• Build and iterate on training resources, support sessions, and scalable enablement processes
• Track conversion patterns and proactively intervene where contractors stall post-site visit
• Turn contractor conversations into actionable intelligence, surfacing patterns in decline reasons, UX friction, and supply-demand imbalances
• Present recommendations to leadership backed by data and frontline context

Job Requirement:

• 5+ years of experience in customer success, account management, or contractor/vendor enablement all at marketplace organizations
• Experience leading cross-functional initiatives
• Strong analytical instincts, you can diagnose root causes from performance data and translate them into action
• Exceptional communication skills with the ability to build credibility with contractors and internal stakeholders
• Comfort operating in ambiguity, you create structure and process where none exists
• Track record of improving performance through strategic thinking and structured execution

Preferred: Experience in construction, home services, real estate, or two-sided marketplaces. Familiarity with CRMs and operational dashboards.

Compensation & Benefits

 Salary: $95,000 – $110,000 annually

• Competitive salary
• Equity in an early-stage, high-growth company
• Hybrid flexibility + “work from anywhere” time
• Health, dental, and vision insurance
• 401(k) with match
• 12 weeks fully paid family leave
• PTO

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How to Apply

To apply for the position of Customer Success Lead at Block Renovation, interested and qualified candidates should;

• Click the red button below to visit the application page.

Application Deadline: Not Specified

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