Member Success Associate

Member Success Associate

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 the Role:

As a Member Success Associate, you'll partner closely with the Community Director to support sales, membership growth, and the overall success of your Kiln location. You'll serve as a primary point of contact for prospective and current members, guiding them through the sales, onboarding, and membership experience while helping cultivate a thriving, connected community. This role blends hospitality, relationship building, sales support, and operations to deliver an exceptional experience from a member's first tour through their ongoing journey at Kiln.

Goals and Objectives:

• Embody Kiln's mission and core values through exceptional service and relationship building.
• Build and maintain a welcoming, collaborative community that encourages meaningful member connections.
• Support membership growth by creating an outstanding sales and onboarding experience.
• Ensure the space operates efficiently while promoting Kiln's services, events, and community initiatives.

As a Member Success Associate, You Will:

Drive Membership Growth & Sales:

• Serve as the primary point of contact for membership inquiries, conduct tours, and communicate Kiln's value proposition.
• Generate proposals, membership agreements, invoices, and other sales-related documentation.
• Support the Community Director in driving occupancy and membership growth while maintaining profitability.
• Build and maintain a healthy sales pipeline through outreach, follow-up, networking, events, and relationship building.
• Partner with the Business Development team to manage inbound leads, scheduled tours, and sales opportunities.
• Support member renewals, quarterly check-ins, and opportunities to grow existing member accounts.

Deliver an Exceptional Member

Experience:

• Serve as the first and last point of contact for members and guests each day.
• Coordinate onboarding and orientation for new members, including welcome packets and site introductions.
• Respond to member inquiries with professionalism, warmth, and urgency.
• Troubleshoot member concerns and escalate issues to the Community Director when appropriate.
• Maintain accurate CRM records, schedule tours, and support member communications.

Foster Community & Engagement:

• Help create meaningful connections between members through introductions, networking opportunities, and community initiatives.
• Assist with planning, promoting, and executing member events.
• Prepare monthly member newsletters and support email, print, and social media communications.
• Stay active within Kiln's member network to encourage engagement and strengthen community relationships.

Support Site Operations:

• Assist the Community Director and Community Team with daily operational needs to ensure the location runs smoothly.
• Help prepare promotional materials and support event setup and breakdown.
• Collaborate across teams to provide a seamless member experience and maintain high operational standards.

As a Member Success Associate, You'll Need:

• 0–2 years of experience in customer service, hospitality, sales, administrative support, or another community-facing role.
• A four-year college degree is preferred but not required.
• Experience in customer service, sales, event coordination, or relationship management is a plus.
• Excellent verbal…