Customer Success Analyst

<p>We started a movement in which everyone can win – shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.</p> <p>Founded in 2014 in Sydney, Australia, Afterpay has over 24 million active customers globally and more than 250,000 of the best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi's, Mac Cosmetics, Ray-Ban and many others.</p> <p>Afterpay is helping people spend responsibly! We empower customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. Now under the Block ecosystem, we are focused on supporting our community of shoppers.</p> <p>We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing. Join a movement in which everyone can win.</p> <p><strong>The Role</strong></p> <p>As a <strong>Customer-Success Analyst</strong>, you are a high-influence support to our domain owners responsible for integrating operational excellence with strategic evolution. You will harmonize 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 support in engineering durable solutions that create sustained value across your entire scope.</p> <p>Reporting to the CS Group Lead (Consumer), your scope spans from in-lane expertise to cross-functional partnership, 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.</p> <p>We will base this role in Melbourne, VIC with hybrid work from home options available.</p> <p><strong>You Will</strong></p> <ul> <li>Support your lead to 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.</li> <li>Support your lead as the primary business stakeholder for support functions (VMO, WFM, LD, QA, Content), defining requirements and driving accountability.</li> <li>Represent / support your lead in cross-functional forums and act as a key voice in strategic decisions.</li> <li>Define advocate "confidence" needs (knowledge, tools) for your domain and partner with VMO and LD to ensure they are delivered at scale.</li> <li>Support your lead to Co-design and oversee vendor pilots for new tools, flows, or experimental work, defining success metrics, feedback loops, and go/no-go criteria.</li> <li>Develop and maintain deep subject matter expertise in your domain's products, policies, tools, and operational mechanics to become the go-to expert.</li> <li>Support your lead to partner with BPO Operation Managers and VMO leadership to oversee and influence KPI results for your domain (CSAT, FCR, AHT, QA).</li> <li>Support your lead to define and contribute to domain-level OKRs.</li> <li>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.</li> <li>Analyze how support experiences impact customer retention and loyalty; translate insights into business impact narratives.</li> <li>Serve as the "Product Experience Liaison" for your domain; translate data-backed analysis into problem briefs and requirements for Product and Engineering partners. Supporting key stakeholders for all new pr ... (truncated, view full listing at source)