Client Success Manager

Client Success Manager

Join the team at FirstCash Holdings, Inc. as a Client Success Manager! We are looking for a strong merchant-facing leader to help support one of our core product functions across some of our top merchants. The right person for this role is an experienced individual with previous client success experience and can both operate strategically at 10,000 ft and execute tactically at 10 ft. Someone who knows what world-class sales and customer experience looks like, and who is passionate about moving strategy forward from inception to execution.

Essential Duties & Responsibilities

• Drive sales strategy and strategic initiatives in partnership with Sr Director of Client Success on specific product function.
• Partner with Sr Director of Client Success to coordinate, support, and build activities to drive growth in our top merchant partners.
• Conduct periodic field visits with our top merchants to help identify opportunities and potential strategic initiatives while ensuring proper support/oversight is being provided.
• Participate in regular check-in sessions with some of our top merchant partners to share visibility on performance trends and strategic initiatives.
• Assist with the escalation and resolution of high-impact issues with top merchants.
• Routinely conduct competitor analysis to drive strategy and close gaps.
• Work collaboratively with cross-functional teams (Marketing, Data Science, IT, etc.) to achieve merchant/AFF goals.
• Accurately track, report, and present the performance of top merchant partners, as well as the impact of new initiatives.
• Establish strong relationships with top merchants, connecting with internal/external partners and subject matter experts to strategize and address areas of improvement.
• Develop and maintain relationships with our top merchants that lead to bottom-line contribution and operational efficiencies.
• Support merchant concerns and issue escalations as needed while serving as lead point of contact.

Minimum Requirements & Qualifications

• Previous experience in merchant facing role as lead point of contact.
• Proven track record of successfully meeting sales goals.
• Positive, eager, willing, enthusiastic, resourceful attitude.
• Ability to demonstrate strategic communication, analytical skills and creative solutions to client and internal stakeholder needs.
• Local and national travel required.
• Strong analytical and consultative skills.
• Effective time management skills – ability to prioritize and meet deadlines.
• Diligent work ethic. Must be self-motivated and take the initiative to get the job done.
• Excellent listening, negotiation, presentation, written and verbal communication skills.

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.