About Stand:

Stand is the modern climate insurance company — built for the world we’re living in now, not the one we grew up in. We work directly with homeowners and brokers to protect homes against climate-intensified risks, starting with wildfire and expanding quickly.

How to apply: Interested applicants can email Dan (dankahn@standinsurance.com) sharing their resume and a short blurb about their interest in the position.

The Role:

We’re hiring a Customer Success Lead to build and scale the infrastructure that powers every post-quote customer interaction — from onboarding to retention, mitigation to renewal. This is a builder role for someone who wants to architect and own the full post-sale customer journey — including the systems, templates, training, and playbooks that drive it.

You’ll work across commercial, underwriting, risk, and product to deliver a seamless, scalable experience for both brokers and homeowners. Your work will directly impact conversion, retention, and the strength of our customer relationships.

Core Responsibilities:

This is a builder role — ideal for someone who can zoom out and design systems, then dive in and execute. You’ll:

• Build and maintain workflows for post-bind execution — from customer onboarding through mitigation, service, and renewal

• Create templated communications across all customer and broker touchpoints — driving clarity, trust, and consistency

• Set and track SLAs for broker and homeowner response times across quoting, onboarding, and support

• Create a structured feedback loop for brokers and homeowners — including cancellation reasons, mitigation objections, and post-bind friction

• Analyze customer and broker behavior to identify common drop-off points — and turn those insights into updated workflows, training, or product fixes

• Design and implement broker enablement programs, including quoting and mitigation playbooks, one-pagers, and training sessions

• Stand up and iterate a recurring broker training motion — focused on product understanding, quoting confidence, and customer onboarding

• Explore and test new service offerings for homeowners — including mitigation support, renewals guidance, and advisory offerings

What We're Looking For:

We’re looking for a systems thinker with strong ownership instincts and a passion for the customer.

• 6-10 years of experience across high-growth startups, top-tier consulting, investing, and/or operational roles

• Proven track record of improving retention and satisfaction (NPS/CSAT), ideally with brokers or B2B2C users

• Excellent written communication and playbook creation skills

• Ability to operate cross-functionally and influence without authority

• Analytical mindset with comfort in data tools and feedback systems

• Insurance experience (personal lines, MGA, or broker channel) is a plus, but not required

Details:

• Full-time, based in San Francisco

• You’ll report to the Head of Commercial & Operations and work closely with Product, Underwriting, Risk Management, and Mitigation teams

• Strong-fit role for someone excited to architect customer experience with autonomy and ambition