Marketplace Customer Success Lead

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. Our mission is simple but ambitious: empower millions of homeowners and business owners to create spaces they love while helping thousands of contractors build thriving businesses. We are a fast-growing, technology-enabled marketplace operating across the U.S., and we’re just getting started.

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.

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

• 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.