Member Success Lead

Member Success Lead

Kiln is a flex office and lifestyle brand. We deliver an exceptional experience that elevates the performance and lifestyle of our members through an ecosystem of people, products, places and spaces. Kiln opened its first two locations in 2018 in Salt Lake City and Lehi, Utah and is rapidly expanding throughout the western United States. Kiln is pioneering the future of hybrid work within the niche of 'flex office' in the broader commercial real estate sector.

Our Core Values: Human at the Core, Achieve & Celebrate Together, Thoughtful and with Purpose, Always Evolving, Nothing Short of Extraordinary, Scrappy & Ingenious

Our Mission: Our mission is to change the world within the workplace, elevating the quality of life for our members and enabling teams to build in new and creative ways. Our community lifts individuals, facilitates learning, and is creating a collective that is capable of things we cannot imagine.

About You:

• A Creative Connector: You are the primary point of contact for the community, gifted at fostering "collisions" between members. You think creatively to bring entrepreneurs to Kiln and ensure they feel at home from their very first tour.
• A Growth Catalyst: You thrive on the hunt. With a reliable sales pipeline and a strategic mind for pricing and negotiations, you are the engine that drives occupancy and maintains site profitability.
• A Relationship Architect: You don't just sign contracts; you build partnerships. Through quarterly 1:1s and consistent follow-ups, you ensure high retention by deeply understanding and advocating for your members' needs.
• A Seamless Onboarder: You are the "face" of the Kiln journey. From the first inquiry to the final move-in, you manage the details of onboarding and site induction to ensure a friction-free transition into the community.
• A Local Networking Expert: You have your finger on the pulse of the local tech and business ecosystem. Your strong professional network allows you to identify inbound leads and capitalize on new sales opportunities effortlessly.
• A Multi-Faceted Professional: Whether you're preparing a monthly newsletter, troubleshooting a member issue, or helping set up a high-energy event, you handle the spectrum of community management with poise and organization.

About the Role:

The Member Success Lead works in tandem with the local team and Community Director to creatively attract businesses and entrepreneurs to Kiln. As the primary point of contact for all sales opportunities and membership-related needs, this person plays a critical role in retention, sales, and revenue goals. You are the "face" of Kiln throughout the onboarding process and the entire life of a membership.

Goals and Objectives:

• Personify Kiln's Core Values: Strive daily to achieve our mission through every interaction.
• Drive Revenue & Growth: Support the Community Team in achieving high occupancy and promoting Kiln-provided service offerings.
• Foster a Vibrant Environment: Create a welcoming community through strategic events and intentional relationship building between members.

As Member Success Manager, You Will:

• Lead Sales & Membership: Execute tours, communicate the Kiln value proposition, and manage the full sales cyclefrom initial inquiry to signed membership agreements and billing.
• Drive Account Growth: Grow existing member accounts through proactive quarterly meetings, upselling, and term renewal conversations.
• Cultivate Community "Collisions": Develop initiatives designed to foster connections, including member introductions, social media content, and active engagement on the Kiln member network.
• Oversee Onboarding: Manage the entire new member experience, including welcome packets, site inductions, and ensuring a "friction-free" member experience.
• Strategic Decision Making: Hold authority for member pricing, discounts, and local sales strategies in close partnership with the Community Director.
• Support Events & Marketing: Ideate and execute strategic networking opportunities, and assist the team with the setup and breakdown of community events.

As Member Success Manager, You'll Need:

• 13 years of experience in sales, partnerships, business development, hospitality, or community management.
• A strong local network within the business and tech community.
• Proven track record in account management, pricing decisions, and growth initiatives.
• Exceptional organizational and multitasking skills with the ability to self-start and think creatively.
• Strong verbal and written communication skills for professional proposals and member relations.
• Experience in modern SaaS platforms, including Google Suite, Hubspot, and other CRM management.
• A College degree (four-year) is preferred, but not required.
• Passion and understanding for Kiln's mission, values, and entrepreneurial communities.

Personal Qualities

• People-first mindset
• High integrity and accountability
• Empathetic, dependable, and self-aware
• Entrepreneurial spirit
• Passion for building community
• Genuine alignment with Kiln's mission and values

At Kiln, you're not just running a workspaceyou're building something meaningful. If you love bringing people together, leading with purpose, and creating unforgettable experienceswe'd love to meet you.