Member Success Manager

Description

The Member Success Manager works closely with the Community Director to attract businesses and entrepreneurs, serving as the primary point of contact for sales opportunities and membership needs. This role is central to retention, sales, and revenue goals and acts as the face of Kiln throughout onboarding and the membership lifecycle.

Key responsibilities include managing membership inquiries, conducting tours, preparing proposals and billing, driving occupancy growth, nurturing a sales pipeline, and coordinating community initiatives that foster member connections. The manager also handles event planning, social media content, newsletter creation, and resolves member issues while collaborating with the Business Development and Community teams.

• Serve as primary contact for membership inquiries, conduct tours, and present Kiln’s value proposition.
• Generate proposals, agreements, invoices, and manage billing with the Community Director.
• Drive sales growth and occupancy while maintaining profitability.
• Build and maintain a sales pipeline through emails, events, and follow‑up visits.
• Collaborate with Business Development to convert inbound leads into new memberships.
• Conduct quarterly 1:1 meetings with members to upsell and renew contracts.
• Organize community initiatives, member introductions, and event communications to foster connections.
• Manage social media content for the Kiln member network.
• Resolve member issues promptly and escalate when necessary.
• Set pricing, discounts, promotions, and local sales strategy in partnership with the Community Director.
• Plan and support strategic events, develop promotional materials, and assist with event logistics.
• Prepare monthly member newsletters.
• Oversee new member onboarding, welcome packet distribution, and site inductions.
• Track walk‑ins, schedule tours, maintain CRM records, and respond to walk‑up inquiries.
• Leverage a strong local business and tech network to generate partnerships.

Requirements

Ideal candidates have 3–6 years of experience in sales, partnerships, hospitality or community management, a strong local business and tech network, and proven success in account management and pricing strategies. They must possess excellent networking, communication, organizational, and multitasking skills, be passionate about entrepreneurial communities, and be proficient with Google Suite, Microsoft Suite, Adobe, Slack, Asana, and other SaaS platforms.

• Bring 3–6 years of experience in sales, business development, hospitality, or community management.
• Demonstrate account management, pricing decisions, and growth initiative success.
• Exhibit strong networking, communication, organizational, and multitasking abilities.
• Proficient with Google Suite, Microsoft Suite, Adobe, Slack, Asana, and adaptable to new SaaS tools.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance