Job Details

Customer Experience & Retention Lead

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.

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
• Build scalable customer experience systems
• Execute flawlessly on the fundamentals
• Partner with product to scale

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 <5% midterm churn
• 95% on-time payment success
• Clear, repeatable customer experience from bind through first renewal
• Regular cadence of insights flowing to Product team

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.