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
Most customer-facing roles are reactive — tickets, queues, requests. This isn’t that.
As our Customer Success Manager, you pick up where the Account Executive hands off and own everything after the policy is bound: renewals, difficult conversations, and the systems that prevent churn before it starts. You’re not executing someone else’s playbook — you’re building it!
Our customers aren’t passive. Many have already lived through a wildfire or watched their community change overnight. They want to understand their risk, take action on it, and know someone is watching out for them. You’re the human layer on top of the science — and what you learn feeds directly into how the product evolves.
This role has ownership of the customer relationship and the systems surrounding that — from policy bind through renewal.
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 the 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 experience friction
Help Product understand which moments in the customer journey matter most for long-term retention
What Success Looks Like:
By Day 30
Retention risk assessment complete for all in-force policies, with action plans
30/60/90-day renewal plans documented for every policy
Initial post-bind onboarding narrative established
First set of automation opportunities identified for the 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 customer insights flowing to Product
Experience You Bring
4+ years of direct customer-facing experience in fintech, proptech, subscription, or complex B2C businesses
Track record of owning renewals or retention with measurable outcomes
Experience managing billing, payments, or account administration workflows
History of building processes or systems that scale
Comfortable with both the empathy side and the builder side
Background in property, climate, or asset protection is a strong plus but not required
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 the 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:
Above-market Health, Dental, and Vision coverage
Weekly lunch stipend
Flexible time off + holidays
401(k) plan
Commuter benefits
Short-Term and Long-Term Disability
Monthly team gatherings
In-office perks
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.
What We Do
We protect and insure homes — wildfire, hurricane, and beyond using physics and AI to understand the true risk of your property and help make your home insurable.
.png)
