Client Success Manager

American Consumer Credit Counseling•Newton, MA

1d•Remote

About The Position

At ACCC, we’re all about impact—with a side of flexibility. We know that great work comes from people who feel supported, so we offer flexible schedules, remote options, and strong benefits that let you build a career that fits your life (not the other way around). Every client interaction matters, and we believe exceptional service starts with exceptional people. That’s why we celebrate dedication, teamwork, and the little “above and beyond” moments that change lives. American Consumer Credit Counseling (ACCC) is a nonprofit on a mission: helping individuals and families take back control of their finances and move toward a debt-free future. Since 1991, we’ve provided confidential credit counseling, debt management, and financial education services nationwide—by phone and online—from our headquarters in Auburndale, Massachusetts. For us, it’s simple: financial independence changes lives. We’re here to make that happen, one client at a time. Helping People Crush Debt & Take Back Their Future Do you love connecting with people, solving problems, and being someone’s go-to support when life feels overwhelming? As a Client Success Manager at ACCC, you’ll be the trusted guide for clients enrolled in our Debt Management Program (DMP). You’ll cheer them on, help them stay on track, and celebrate the moment they finally become debt-free. This isn’t just a job, it’s about changing lives.

Requirements

You’re empathetic, approachable, and people trust you quickly.
Strong communicator—you can explain complex financial topics in plain English.
A natural problem-solver who thrives in a fast-paced environment.
Comfortable with numbers, computers, and learning new systems.
High School diploma required; some college in finance, communications, or related field is a plus.
1+ year in customer service or financial services (debt management experience = gold star).
Ability to earn your PFE Certified Debt Management Professional credential within 6 months.
Must be able to speak clearly and professionally on the phone for extended periods
Prolonged periods of sitting and working at a computer
Frequent use of hands/fingers for typing and using a mouse
Regular use of a headset for phone communication
Ability to remain focused and engaged in a screen-based, high-volume environment
Must have a quiet, private, and distraction-free workspace
Internet: Hard Wired internet. This means you can use an ethernet cable to connect to a modem. Internet speed requirement of 2000 Mbps for single person residence, and 400 Mbps for residence with 2 or more people
Caregiving Remote work from home is not a replacement for caregiving, children, or elder care. You are unable to to be a primary caregiver during working hours.

Nice To Haves

Bonus points if you’ve worked in financial services, customer service, or call centers.

Responsibilities

Be the primary point of contact for clients from start to finish.
Explain how the DMP works (payment structures, creditor rules, budgeting tips).
Keep an eye on client accounts—reach out early if things get bumpy.
Partner with teammates in Counseling, Creditor Relations, and Disbursements to resolve issues.
Spot risks before they become problems and improve client retention.
Stay sharp on creditor guidelines and industry updates.
Encourage clients to use self-service tools so they’re empowered.
Re-engage clients who’ve fallen off track might be the reason they finish strong.
Share feedback and ideas that make the client’s journey even better.