Customer Success Lead

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 (View email address on click.appcast.io) 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 We strive to provide you with the most tailored and highest quality insurance products and customer service so you can live life knowing you have the right insurance for your assets. 548 Market St. PMB 70879, San Francisco, California 94104 Claims : View phone number on click.appcast.io or View email address on click.appcast.io Stand Protect, Inc. (d/b/a Stand Insurance Solutions) is a licensed insurance producer in California (License #6014213) and partners with an A-rated or better carrier and reinsurers. #J-18808-Ljbffr Stand