Customer Experience & Retention Lead
$120k - $145k USD
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 <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.