Customer Success Manager

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. This is B2C and requires that 1:1 expertise.

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

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.

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
  
  

Work Authorization

Candidates must be authorized to work in the U.S. Stand does not sponsor new work visas. We can consider candidates on TN visas, O-1A visas, or H-1B transfers with three years or more remaining.

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.

Compensation Range: $125K - $145K