Client Success Lead

Remote, EST time zone
Job Type
Deadline for Applications
How to Apply
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Where to Apply

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finEQUITY is a community-sourced financial technology organization. We are a nonprofit with a mission to build a digital road from prison to financial prosperity. In doing that work, we advance the financial futures of families impacted by mass incarceration. Our first product, not our last: an innovative way for recently released community members to establish a healthy credit score so that they can access affordable housing, phones, utilities, cars, and more. Our loan program, which was piloted in New York in 2021, is set to expand in 2022-2023 to 14 states. We see ourselves as contributing online tools to fight against the collateral consequences of incarceration and combat both racial and economic inequality. In the future, we will focus on addressing barriers to employment and families managing criminal justice debt. For more information, please visit

Start date: Around April 1st
Reports to: Executive Director
Collaborates with: Operations team
Compensation: the salary is $48K – $52K for full-time work with immediate growth potential and additional fringe benefits
Location: Remote, EST time zone.
Type: Full-time. We work flexible hours and believe in a healthy work/life balance. We require you to be a full time employee, but we can discuss hours if you need accommodations.
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We are seeking a dynamic individual with proven experience establishing and building lasting relationships. This is a rewarding opportunity to join us at a critical moment and truly have a significant impact. In this full-time role, you will be in daily contact with prospective and current members (aka: clients) looking to either get their full credit and debt reputation or join our credit-establishing loan program which allows those who have come home, or their loved ones, to establish a healthy credit reputation for no cost. You will be the main point of contact supporting clients to sign up for and apply for the loan. Our members base is growing slowly, so at the start of your employment, you will have ample time to 1) think creatively about how to refine and improve upon the experience of both current and prospective members while also 2) promoting our services with partner organizations.

In this role you will:
Operate as the lead point of contact for all matters specific to prospective and current members.
Interact via conference calls and/or emails to facilitate and accelerate the onboarding of new members. This entails answering questions about our credit visibility loan and financial coaching services.
Play an active role in solving and troubleshooting prospective and current members’ requests, issues, and training.
Coordinate efforts with other teams and team leadership to resolve issues quickly, wherein you will also serve as the voice of our members/clients internally.
With the support of the larger team, coordinate and lead monthly check-in calls with each member who wants a phone or video conference to discuss their experience with our services.
Daily, add detailed notes for members throughout their sign-up journey in our CRM.
Work through delays or obstacles that may pop up to ensure members are successfully set up to use our services.
Overall, you will increase the number of community members enrolling in our services and be critical in increasing engagement and satisfaction of members who have already enrolled in our services.

About you (qualifications):
You are a fast learner with proven experience in relationship building, customer service, relationship management, sales, client support, or fundraising.
You are consistently proactive with follow-ups wherein past clients you have worked with feel like you are always ready, prepared, and resourceful when interacting with you.
You have excelled at keeping CRM records up-to-date and informative.
You have proven experience managing your tasks and time in a remote environment.
You are very comfortable with change, whether that’s new systems, new processes, or new approaches. We look for individuals who can adapt and thrive.
A proven ability to implement current processes while thinking thoroughly about how you might refine and improve upon our system.
You are relentless in striving to be the best version of yourself and figure out ways to grow professionally and create more value for our members/clients.
Have excellent written & verbal communication skills.
Demonstrated a lived commitment to apply racial, gender, and economic justice lenses.
Your special sauce: If you do not meet all the requirements above, tell us in your cover letter why you’d still be a great fit for the role.

We would love if you are also:
Flexible in your responsibilities and willing to expand your role.
Residing in NYC.