Marketplace Customer Success Lead
✨ AI Summary
Block Renovation is transforming the $500B renovation sector by connecting homeowners and businesses with top contractors, ensuring transparency and scalability in home renovation projects. Our mission is to enable homeowners to create their dream spaces and support contractors in growing their businesses. As a rapidly expanding, tech-driven marketplace operating nationwide, we are just beginning our journey.
Role Overview: We are seeking a Marketplace Customer Success Lead to develop and implement strategies for contractor activation, engagement, and proposal conversion within our marketplace. This role will focus on enhancing contractor experiences and marketplace sustainability, requiring a blend of entrepreneurial spirit, analytical skills, and a willingness to innovate. You will report to the Associate Director of Contractor Network.
Main Responsibilities:
- Develop and execute contractor activation strategies to boost engagement and work order acceptance.
- Identify and resolve issues affecting contractor engagement and performance.
- Create proactive outreach campaigns for declined work orders and inactive contractors.
- Collaborate with Product, Recruitment, and Sales teams to enhance platform performance.
- Analyze contractor performance metrics and provide actionable insights to leadership.
Requirements:
- 5+ years in customer success, account management, or contractor enablement within marketplace settings.
- Experience leading cross-functional projects with strong analytical and communication skills.
- Ability to thrive in ambiguous situations and build effective processes.
- Preferred: Background in construction, home services, or real estate.
