Director of Member Success

Hi there!

We’re looking for someone who is addicted to helping people achieve their goals, understanding what worked and what didn't, and creating a first-class experience for customers. If this sounds like you, then read on…

About You

You're a customer success ninja. Your mind is always coming up with new ways to help customers more easily reach their goals and have a better experience.

You multiply people. You know how to challenge your team with the right projects that will best leverage their talents and stretch them to grow.

You understand sales and marketing. You're able to teach others how to market themselves and build their business using content marketing best practices.

You’re ambitious and proactive. You don’t stop trying when you reach a hurdle. Instead, you leap right over the hurdle and keep moving toward your goal. You proactively find solutions and ways to succeed.

You constantly strive to make things better than they currently are. You're always pushing the envelope on how you can raise the bar and serve your clients better.

You are a skilled written and verbal communicator. You're able to put yourself in someone else's shoes to effectively communicate your thoughts and ideas in the way they need to hear them.

You love solving challenges for people. Customer success is all about identifying ways to your clients reach their goals. You love helping people find solutions to their problems.

You use data to make informed decisions. You want to understand what worked and what didn't work so you can make enhancements to create even better results.

You set aggressive goals for yourself and your team. You love the challenge of doing what it takes to not just reach your goals but crush them.

You always learn from your mistakes and failure. You’re not one to focus on what went wrong but rather you focus on what you can do better the next time around so the same thing doesn’t happen again.

You love doing things efficiently. You believe in leveraging technology to solve problems and create systems/processes that let you scale your impact to be larger than yourself.

How You Might Spend Your Days at KCM

KCM is a small business, so you’ll likely get your hands dirty in a bit of everything.

That said, here are some things you will own:

  • Member Retention: Driving our retention rate and implementing systems, processes, and communication that aim to help KCM grow its active Member base via retaining current Members.
  • Member Education: Developing content and resources for Members to learn how to accomplish their goals and grow their business using KCM content and tools.
  • Member Support: Supporting Members by managing incoming inquiries as well as developing proactive resources to help Members solve challenges.
  • Member Experience: Define and create the ideal Member experience through each step of the customer journey from before they sign up for a free trial to becoming an advocate.

What We Do at KCM

Since 2007, KCM has been partnering with real estate agents to help families as they go through the home buying and selling process. We do this by helping agents better understand what’s happening in the overall real estate market so they can communicate the impact it has on their clients.

We believe every family should feel confident when buying and selling a home.

We believe in education. It’s the responsibility of a real estate professional to educate and serve their clients so they can make powerful and confident decisions they feel good about.

We believe the best way to help families is to understand what’s happening in the market, why it’s happening, how it impacts consumers, and how to effectively communicate this information.

Who We Are at KCM

KCM is a pretty awesome place to work. You can check out what some of our Team Members think about working here (watch the video). We were recently honored to be recognized as the #24 Best Small Workplace in 2017 and #9 Best Workplace for Women in 2016 by Great Places to Work.

Working with the KCM Crew feels like you’re getting paid to hang out with friends. But at the same time, we work hard and will challenge the best from you. If you’re looking for a fun, exciting, challenging work environment, then KCM may be the place for you. You will be challenged, you will be pushed to grow, and we expect you to push us forward as well.

The Whole Package

Location: Richmond, VA


  • Salary based on experience
  • Health insurance with employee premiums 100% covered
  • Simple IRA program with 3% company match

Unlimited vacation policy (plus we insist you take at least 2 weeks off each year – this isn’t a vague policy where unlimited vacation means no vacation).

Work with awesome people. We only hire people who lead, own, and exceed in everything they do.

Set your own destiny.

How to Apply

If KCM sounds like the home you've always wanted, and this role gets your juices flowing, we want to hear from you.

Click the button below or email us at telling us a bit about yourself and why you're interested.

Click Here to Apply