Customer Experience & Retention Lead

Why Join Stand: At Stand, you’ll help build a new class of global property protection. We use advanced physics and AI to model catastrophic risk at the asset level, then automate underwriting and mitigation before loss occurs. Insurance is simply the current delivery mechanism. The real product is a scalable risk engine.

We stay when traditional insurers exit. We model what others approximate. And we build systems that change outcomes, not just prices.

Background: The property insurance industry is built to price loss after it happens. It relies on coarse proxies, backward-looking data, and manual processes, then accepts damage as unavoidable.

Stand takes a different approach. We simulate how real-world catastrophes affect individual properties, translate that into actionable decisions, and automate the business around it. The result is a platform that can underwrite what others can’t and operate with far less friction.

Why This Role Matters: As our Customer Experience & Retention Lead, you sit at the center of Stand’s relationship with its policyholders, from bind through renewal and beyond. You own the trust we build, the problems we solve, and the systems that turn early believers into long-term customers.

You’ll speak directly with customers and brokers, navigate difficult moments, and spot patterns before they become churn. Then you’ll translate those insights into scalable systems that allow Stand to grow without losing what makes us human.

This is not a passive CX role.

This is ownership of retention.

Responsibilities:

Own Retention Through Direct Relationships

• Be the primary point of contact for customers navigating billing, policy changes, and renewal decisions

• Prevent churn through proactive outreach and intervention

• Manage difficult conversations when customers are considering cancellation or have competitive quotes

Build Scalable Customer Experience Systems

• Design the 90-day post-bind experience to prevent regret and build long-term relationships

• Create retention playbooks for different customer cohorts (new purchase, refinance, price-sensitive, etc.)

• Identify patterns in customer needs and bring insight to Product team

Execute Flawlessly on the Fundamentals

• Ensure 95%+ on-time payment success by managing billing friction and customer questions

• Own endorsements and policy change workflows with fast turnaround times

• Maintain renewal readiness for 100% of in-force policies with documented 30/60/90-day plans

Partner with Product to Scale

• Surface what's repetitive and should be automated vs. what requires human touch

• Provide clear, specific feedback on where customers and brokers experience friction

• Help Product understand which moments in the customer journey matter most for retention

Required Experience you bring:

• 5+ years of direct customer-facing experience in insurance, fintech, or subscription businesses

• Track record of owning renewals or retention lists with measurable outcomes

• Experience managing billing, payments, or policy administration workflows

• History of building processes or systems that scale

• Comfortable with both the empathy side and the builder side

• Insurance domain knowledge is a strong plus but not required

What Great Looks Like at 30 / 90 Days

By Day 30:

• Complete retention risk assessment for all in-force policies with action plans

• Documented 30/60/90-day renewal plans for every policy

• Initial post-bind onboarding narrative established

• First set of automation opportunities identified for Product team

By Day 90:

• ≥90% renewal rate and Non-Negotiables:

• You genuinely enjoy talking to customers, even when the conversation is difficult

• Ownership of outcomes, not just tasks

• System-level thinking - ability to imagine how this scales

• Comfortable with ambiguity in a small, fast-moving team

Disqualifiers:

• Preference for async/ticket-based work over live conversations

• Discomfort with difficult retention or cancellation discussions

• Requiring a detailed playbook before taking action

• Wanting to own product roadmap rather than inform it with customer insights

Compensation:

The annual base salary range for full-time employees in this position is $120,000 - $145,000 + meaningful Equity Grant.

Compensation decisions are dependent on several factors including, but not limited to, an individual’s qualifications, location where the role is to be performed, internal equity, and alignment with market data.

Additional Benefits:

• Comprehensive benefits including above-market Health, Dental, Vision

• Weekly lunch stipend

• Flexible time off

• 401k plan

Equal Opportunity Employment

Stand is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. We believe that diversity enriches the workplace, and we are committed to growing our team with the most talented and passionate people from every community.

We are committed to providing reasonable accommodations for qualified individuals. If you require assistance

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.