Member Success Manager

Description

The Member Success Manager partners with the Community Director to attract businesses and entrepreneurs to Kiln, serving as the primary contact for sales opportunities and membership needs. This role is pivotal for retention, sales, and revenue targets, acting as the face of Kiln throughout onboarding and the membership lifecycle. The position offers a home and career with growth opportunities and daily challenges.

The Member Success Manager embodies Kiln’s core values and advances the mission by creating a welcoming, collaborative environment through events and member relationship building. Responsibilities include ensuring facilities operate smoothly, driving growth of Kiln‑provided services, and supporting the Community Team as directed by the Community Manager.

• Serve as primary contact for membership inquiries, conduct tours and convey Kiln’s value proposition
• Generate and send proposals, agreements, invoices, and manage billing
• Drive sales, increase occupancy and maintain profitability
• Build and maintain a reliable sales pipeline through outreach, events and follow‑ups
• Collaborate with Business Development to convert inbound leads into memberships
• Grow existing member accounts via quarterly 1:1 meetings and renewal upsells
• Facilitate member connections through introductions, events and communications
• Produce social media content and support the Kiln member network
• Troubleshoot member issues and escalate when necessary
• Decide on pricing, discounts and promotions in partnership with the Community Director
• Assist in planning, promoting and executing strategic events and networking opportunities
• Create promotional materials as needed
• Support set‑up and breakdown of events and prepare monthly member newsletter
• Act as first and last point of contact for the location
• Manage onboarding, site induction and distribute welcome packets
• Greet tour visitors, track walk‑ins, schedule tours and maintain CRM updates
• Distribute promotional materials to prospects
• Respond to walk‑up member inquiries

Requirements

• Scrappy & Ingenious
• Strong local network within business and tech communities
• 3–6 years in sales, partnerships, business development, hospitality, community management or operations leadership
• Proven record of account management, pricing decisions and growth initiatives
• Experience mentoring or overseeing team members and strategic execution
• Deep understanding of revenue drivers, customer retention and event/partner programming
• Excellent networking, verbal and written communication abilities
• Superior organizational and multitasking skills
• Proficiency with Google Suite, Microsoft Suite, Adobe Suite, Slack, Asana and other SaaS platforms

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance