Client Success Manager

Description

Client Success Manager
This Client Success Manager role serves as a force multiplier for the Client Success team — enabling Directors to focus on strategic growth and high-value merchant engagement by handling some of the behind-the-scenes coordination, analysis, and execution support. By improving the efficiency and effectiveness of the team, this role directly contributes to enhanced merchant performance, mitigating variability, improved operational efficiency, and execution of key initiatives.
This role combines project coordination, reporting, data analysis, and cross-functional collaboration to help the Client Success team drive measurable results. The ideal candidate is organized, analytically inclined, and comfortable managing multiple workstreams.

ROLES AND RESPONSIBILITIES
· Serve as the department’s Marketing Ambassador, acting as the primary liaison with the Marketing team to manage all marketing-related initiatives, ensuring execution, alignment, and visibility across the Client Success team.
· Take ownership of monthly external-facing operational cadences, including rebate schedules and contractual monetary commitments tied to seasonal or tiered performance structures.
· Review and audit merchant contracts to ensure terms are accurately reflected in internal systems; proactively identify discrepancies and align with Directors on resolution.
· Track contract expiration dates and notify Directors well in advance to enable proactive renewal strategies and avoid lapses in partnership.
· Oversee and maintain the department’s Merchant Profile Page, serving as the source of truth for how each merchant is set up within our systems. Conduct regular audits to validate accuracy across pricing, technology configurations, and program details. Ensure any changes are captured in a timely manner, properly communicated to relevant internal stakeholders, and fully documented for cross-functional alignment
· Build first-draft presentations for MBRs, QBRs, and Executive briefings using standardized templates and merchant performance data.
· Coordinate field-facing logistics such as SWAG, signage, and promotional shipments for merchant campaigns and events.
· Use strong Excel skills to manipulate datasets, analyze KPIs, and build visualizations that support strategic insights and decision-making.

QUALIFICATIONS AND EDUCATION REQUIREMENTS
· Bachelor’s degree preferred; fields include Business Administration, Marketing, Communications, or related experience.
· 1-2 years of experience in project coordination, business operations, and/or executive-level administrative role.
· Demonstrated expertise in creating and designing executive-facing PowerPoint presentations with a strong understanding of storytelling through data and visuals
· Advanced proficiency in Microsoft Excel, including the ability to build and manage complex spreadsheets, pivot tables, lookups, conditional formatting, and trend analysis
· Strong writing and communication skills with a demonstrated ability to draft professional, executive-level emails and documentation with a high degree of accuracy in grammar, structure, and tone
PREFERRED SKILLS
· Experience using project management and collaboration tools (e.g., Smartsheet, Monday.com, Asana, Airtable, Notion, or similar) to create workflows, trackers, and centralized documentation
· Familiarity with CRM systems (e.g., Salesforce, SugarCRM) and how to navigate and extract relevant client/merchant data
· Ability to distill complex data into concise, actionable insights for business reviews and presentations
About FirstCash Holdings, Inc.
FirstCash Holdings, Inc. is the leading international operator of pawn stores and a premier provider of technology-driven point-of-sale payment solutions, both dedicated to serving cash- and credit-constrained consumers.

With over 3,000 pawn stores across 29 U.S. states, the District of Columbia, and Latin America—including Mexico, Guatemala, Colombia, and El Salvador—FirstCash offers a diverse selection of pre-owned jewelry, electronics, tools, appliances, sporting goods, musical instruments, and more. In addition, our stores provide small, non-recourse pawn loans secured by pledged personal property, offering accessible financial solutions to the communities we serve.

Through our wholly owned subsidiary, American First Finance (AFF), FirstCash also delivers lease-to-own and retail finance payment solutions for consumer goods and services. With a nationwide network of over 13,000 retail merchant partners, we help customers access flexible financing options tailored to their needs.

With a workforce of approximately 20,000 employees across the U.S. and Latin America, FirstCash is committed to excellence, innovation, and financial inclusion. As a recognized industry leader, the company is a proud component of both the S&P MidCap 400 Index® and the Russell 2000 Index®, reflecting our strength and stability in the market.

Join FirstCash and be part of a company that values integrity, customer service, and growth.

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Note: The information contained in this description is not intended to be an all-inclusive list of the duties and responsibilities of this job or the skills and abilities required to do the job. Management has the discretion to assign/reassign duties and responsibilities to this job at any time. Duties and responsibilities may be subject to change at any time due to reasonable accommodation or other reasons.

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FirstCash Holdings, Inc. is an Equal Opportunity Employer
FirstCash Holdings, Inc. is committed to the full inclusion of all qualified individuals. In keeping with this commitment, FirstCash will ensure that individuals with disabilities are provided with reasonable accommodation. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process; to perform the essential functions of the job; and/or to receive all other benefits and privileges of employment, please contact Human Resources at Recruiter_US@firstcash.com or (800)645-2611 Ext. 1