Member Success Manager

Overview

Drive member sales, retention, and community experience at Kiln flex-office locations

Key Responsibilities

• onboarding
• tour scheduling
• crm management
• pricing strategy
• event planning
• sales pipeline

Tasks

✨ A Sales-Driven Storyteller: You love matching people with the right solution. You guide potential members through the Kiln experience with authenticity and confidence, helping them understand the value of joining our community. The Member Success Manager works in tandem with the team and Community Director to think creatively to bring businesses and entrepreneurs to Kiln. As the primary point of contact for all sales opportunities and membership related needs, this person is a primary role for retention, sales and revenue goals. They are the “face” of Kiln throughout the onboarding process and throughout the life of membership. -Development of promotional material (when needed) -Ensure that assigned Kiln facilities are fully operational and processes are running smoothly -Manage new member onboarding and site induction -Generate & send all tour follow up proposals, membership agreements, invoices & billing related material. Work with Community Director on pricing, negotiating strategy and directional selling -Support the Community Team to achieve the following: -Work with Business Development Team to organize and capitalize on inbound sales leads, scheduled tours and ultimately win sales opportunities -Answer “walk-up” member inquiries -Drive growth and promotion of Kiln-provided service offerings -Take direction from the Community Manager to support the Community Team as required -Be active on the Kiln member network and support with social media content + material -Support in event planning and administration. Ideate on strategic events & networking opportunities to bring to the site & community. -Create a welcoming and collaborative community environment amongst our members through events and relationship building between members -Conduct emails, events and sales visits to encourage new sales opportunities and build a healthy, reliable sales pipeline -Be the first point of contact for all membership inquiries, execute tours and communicate Kiln value proposition to potential new members -Monthly member newsletter preparation -Prepare and distribute promotional materials to guests/potential members -Responsible for driving sales and growing occupancy while maintaining profitability -Be the first and last point of contact for your Kiln location -Hold decision-making authority for member pricing, discounts, promotions, and local sales strategy in partnership with the Community Director -Assist the Member Experience person with set-up and breakdown of events -Work on community initiatives designed to develop connections and foster “collisions” between members, including member introductions, event support, email and print communications -Prepare and distribute member welcome packets -Greet people who come in for tours, track walk-ins, schedule tours, update CRM, and send confirmation emails -Grow existing member accounts through quarterly 1:1 member meetings and upselling through term renewal conversations -Identify issues for escalation to Community Manager and document accordingly

Requirements

• google suite
• microsoft suite
• adobe suite
• slack
• asana
• college degree

What You Bring

✨ A Hospitality Professional: You bring warmth and excellence to every interaction. Whether welcoming new members or nurturing long-term relationships, you ensure the Kiln experience always feels elevated, human, and unforgettable. Member Experience ✨ A Strategic Operator: You balance creativity with discipline. From managing pipelines to refining renewal conversations, you drive revenue and retention through thoughtful, well-executed processes. -Exceptional organizational and multitasking skills -College graduate with a four-year degree preferred, but not required -Experience overseeing or mentoring team members and executing at a strategic level -Strong understanding of revenue drivers, customer retention, and event or partner programming -Strong local network -Must have strong verbal and written communication skills -3–6 years of experience in sales, partnerships, business development, hospitality, community management, or operational leadership -Proven account management, pricing decisions, and growth initiatives -Must have strong networking skills and able to think creatively and self-start -Proficient in use of Google Suite, Microsoft Suite, Adobe Suite, Slack, Asana, and ready and able to learn to manage additional SaaS platforms.

People Also Searched For

Benefits

We are seeking an individual looking for a home and career with growth opportunities, and daily challenges. We have this same role and opportunity open at our Lehi site - apply now at kiln.com/careers.

About Kiln

-Revolutionizing design and engineering challenges with innovative solutions. -Deep expertise in energy and infrastructure drives forward-thinking solutions. -Handling demanding, high-value projects across diverse industries. -Projects span energy infrastructure, transportation, and large-scale civil works. -Excelling in engineering, strategy, project management, and design integration. -Centered on collaboration, ensuring timely and effective delivery.

Sector Specialisms