Marketplace Customer Success Lead, Block
$95-110k
+ Equity
Home renovation providers
Open for applications
Home renovation providers
21-100 employees
Open for applications
$95-110k
+ Equity
21-100 employees
Company mission
To give homeowners a better way to improve the spaces they live in, and to give contractors a better way to work.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
Our take
Home improvement can be expensive, time-consuming and painfully over-complicated. Block Renovation solves this problem with its managed marketplace platform.
When it first launched, Block focused on bathroom renovation. Since then, it has expanded to encompass all areas of home improvement, guiding both homeowners and contractors through the renovation process. This dual focus not only produces better results, but also gives Block a key business advantage over rival platforms.
Block has raised over $94 million in funding, and industry confidence in its platform is riding high. The home improvement industry is worth $400 billion, and demand for platforms such as Block's is rising steadily. As such, the company is likely to see impressive gains over the next five years.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-29% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Nov 2021
$50m
SERIES C
Jul 2021
$40m
SERIES B
Total funding: $118.4m
Company benefits
- Earn equity in an early stage high-growth company
- 100% subsidized health insurance, dental coverage, vision coverage
- 12 weeks universal fully paid family leave
- PTO and company holidays
- 3 weeks a year where you can work anywhere
- 401k retirement savings plan with matching employer contribution
- Employee discount on renovation services
- Budgeted learning and development stipends
- Working alongside an ambitious, kind, no-drama team
Company HQ
Fulton Ferry District, NY
Leadership
Koda Wang
(Executive Chair & Co-Founder)Became Chief Operating Officer of the fast-growing Huffington Post after starting their career as a consultant at Booz & Company. Prior to Block, was Chief Customer Officer at Rent the Runway.
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