Marketplace Customer Success Lead
Block Renovation
Job Overview
Location
Remote
Salary
USD 95,000 - 110,000 annually
Employment Type
Full-time
Work Arrangement
Remote
Sector
Information Technology & Software
Experience Level
Senior (5-8 years)
About the Company
Block Renovation is revolutionizing the $500 billion renovation industry by creating a nationwide platform that connects homeowners and business owners with top-tier contractors. We are committed to bringing transparency, predictability, and scalability to the home renovation process.
Our mission is to empower individuals to create spaces they love while simultaneously enabling contractors to build thriving businesses. As a rapidly growing, technology-driven marketplace operating across the United States, we are at the forefront of innovation in this sector and are continuously expanding our reach and impact.
Job Description
Block Renovation is seeking a dynamic Marketplace Customer Success Lead to spearhead our contractor activation, engagement, and proposal conversion strategies. This role is crucial for enhancing the health and efficiency of our marketplace, sitting at the vital intersection of revenue, contractor experience, and operational excellence.
You will be responsible for developing and implementing the nationwide playbook for contractor activation and enablement. This includes identifying and addressing the root causes of contractor disengagement, scope misalignment, and decline trends. You will also design proactive campaigns to re-engage declined work orders and inactive contractors, while working to streamline the process between accepted work orders and published proposals.
Collaboration is key, as you will partner with Product, Recruitment, and Sales teams to drive platform-wide improvements. Furthermore, you will own contractor performance metrics, creating and iterating on training resources and support sessions. Your role will involve tracking conversion patterns, intervening where contractors experience delays, and transforming contractor feedback into actionable intelligence for leadership, backed by robust data and frontline context.
To apply for this role, click the Apply button on this page and follow the instructions.
Required Skills
Key Responsibilities
- 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
Qualifications
- 5+ years of experience in customer success, account management, or contractor/vendor enablement within marketplace organizations
- Experience leading cross-functional initiatives
- Strong analytical instincts, with the ability to 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, with a proven ability to 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
- Preferred: Familiarity with CRMs and operational dashboards
Benefits & Perks
- 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
How to Apply
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As a Marketplace Customer Success Lead, you will be instrumental in shaping the success of our contractor network. Your primary focus will be on developing and implementing strategies to activate, engage, and guide contractors towards successful proposal conversions. This pivotal role bridges revenue generation, contractor experience, and the overall health of our marketplace, requiring an entrepreneurial spirit to build and refine our operational playbooks from the ground up.
Posted Date
March 26, 2026
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