Member Success Associate

Kiln • Boise, ID

7d

About The Position

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.

Requirements

• 0–2 years of experience in customer service, hospitality, sales, administrative support, or another community-facing role.
• Excellent verbal and written communication skills.
• Strong organizational, time management, and multitasking abilities.
• A relationship-first mindset with a passion for creating exceptional member experiences.
• Proficiency with Google Workspace, Microsoft Office, Slack, Asana, and the ability to quickly learn new software platforms.
• Integrity, dependability, accountability, self-awareness, strong work ethic, and empathy.
• Passion for entrepreneurial communities and a genuine enthusiasm for Kiln's mission and values.

Nice To Haves

• A four-year college degree is preferred but not required.
• Experience in customer service, sales, event coordination, or relationship management is a plus.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level