Internal Communications Lead, Customer Success

  • San Francisco, CA, USA
  • Employees can work remotely
  • Full-time
  • Alternate Location: Atlanta, United States

Company Description

Since we first opened our doors in 2009, the world of commerce has evolved immensely – and so has Square. After enabling anyone to take a payment and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together. So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, run a busy kitchen, book appointments, engage loyal buyers, and hire and pay staff. And across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow all in one place.

Today, we’re a partner to sellers of all sizes – large, enterprise-scale businesses with complex commerce operations, sellers just starting out, as well as merchants who began selling with Square and have grown larger over time. As our sellers scale, so do our solutions. We all grow together.

There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. And we are helping sellers around the world do the same.

Job Description

We are seeking a strategic Internal Communications leader who will work with employees across the company to tell our story, show our progress and celebrate our teams. The ideal candidate is intellectually curious, people oriented, and a skilled writer with exacting editorial standards. In this role, this person will have the opportunity to create, lead, and execute on initiatives that will directly impact our business, people and company culture at Square. The ideal candidate will excel at working collaboratively with executives and colleagues alike, have the ability to summarize complex and deeply technical information, and develop creative formats and channels for delivering and distributing content.


In this role, you will:

  • Oversee a team of Communications Specialists responsible for ensuring every team member never misses a beat of information critical to their success in their role. As such, you will share Customer Success’ strategic vision internally to a multidisciplinary audience by crafting content for internal All Hands, intranet updates, and more.

  • Be able to implement with little guidance an overarching internal communications strategy, test new channels, and revamp existing ones. Identify opportunities to amplify content and news across various channels and outlets. Your content strategy should inform and engage employees throughout the organization and connect employees to our overarching strategy and priorities.

  • Work cross functionally with Direct Customer Success, Operational, and Empowerment teams to create and curate content that is engaging to all employees. 

  • Ideate and bring to life unique and exciting opportunities for our employees to engage with the company culture, benefits, and milestones

  • Drive an internal communications calendar to ensure a steady drumbeat of compelling, original content for our channels with consideration for diverse internal audiences. Implement campaigns and initiatives, partnering with various teams to create and distribute communications using existing channels as well as developing new ones.

  • Track results and identify key learnings to develop an understanding of what works and what doesn’t work and help improve future programs and communication

  • Design effective change management in close partnership with HR and impacted teams.

  • Keep your finger on the pulse of internal chatter.


Required Qualifications

  • 5-7+ years of hands-on technical writing, communications, journalism, speech writing or related experience with a specific focus on internal communications, change management, and crisis response.

  • Excellent written and verbal communications skills on technical topics.

  • A track record of delivering successful communications programs with measurable outcomes.

  • The ability to develop and execute strategic initiatives and narratives in partnership with technical teams and implement them in multiple formats including articles, video, podcasts, presentations, videos, and live events.

  • Ability to understand the unique needs of our business and teams (goals, products, tools, process) in order to produce an effective and relevant communication strategy.

  • Strong team player and creative thinker; ability to influence without authority.

  • Highly organized, self-motivated, and a good partner to others.

  • Intellectually curious and inspired to try new ways of working.

  • Strategic thinker, strong communicator, and creative problem solver.

  • Strong attention to detail, ability to remain flexible in a fast-paced environment, and organization skills are critical.

  • Passionate about the future of payments, building companies and great teams, and of course, telling great stories.

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, veteran status, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

Additionally, we consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.


We want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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