Customer Success Specialist

Job Title: Customer Success Specialist

Location: Washington, DC, Hybrid (3 days in office)

Status: Full-time, Exempt

Reports To: Global Team Lead ‑ Customer Success

Direct Reports: None

Hours: 8:30 a.m.–5:00 p.m., Monday–Friday

Monex USA (Monex), a leader in foreign exchange (FX) and international business payments, was established in 1999 to provide corporate clients with the best foreign exchange and international payment solutions in the industry with tools to help them manage their currency exposure, improve cash flow, and leverage global market opportunities. In 2010 we joined Monex Group, one of the world’s largest commercial foreign exchange providers, to further expand our place in the global market.

Monex is looking for a Client Success Specilaist (CSS) who will be responsible delivering a seamless client experience by maintaining accurate documentation and data, monitoring onboarding progress, and proactively addressing issues or delays. Through close cross-functional collaboration and attention to compliance requirements, the CSS contributes to efficient operations, informed decision-making, and strong, ongoing client relationships.

Responsibilities

• Serve as a primary point of contact for clients during onboarding, under the guidance of the Global Team Lead ‑ Customer Success
• Support client onboarding by coordinating with Sales, Compliance, and internal teams to ensure timely and accurate processing
• Respond to client inquiries, provide status updates, and escalate complex issues as needed
• Assist in collecting, reviewing, and maintaining client documentation in line with KYC and AML requirements
• Track onboarding progress, follow up on outstanding items, and help resolve minor delays
• Ensure accurate data entry and maintenance across internal systems Support compliance processes and escalate any potential issues to the appropriate teams
• Assist in preparing reports, tracking client activity, and supporting internal meetings
• Collaborate with cross-functional teams to improve processes and enhance the client experience
• Provide ongoing support to the Global Team Lead ‑ Customer Success on client accounts and operational initiative
  
  

Required Qualifications

• 1-2 years of experience in customer-facing positions such as Customer Success, Account Management, Sales, Business Development, Customer Support, or Technical Support
• Prior employment within a regulated financial services institution (Bank, Credit Union, Money Service Business, etc.)
• Strong presentation and outstanding communication abilities
• Demonstrated success in client training and onboarding processes
• Comprehensive understanding of operational dynamics and compliance frameworks within financial organizations
• Proven ability to build credibility with clients and colleagues across diverse cultures and global teams
• Proactive in identifying potential challenges and risks, implementing effective mitigation strategies
• Exemplary leadership, consistently reflecting company culture and values
• An optimistic outlook and positive energy
• Proven ability to foster a workplace environment that promotes psychological safety, innovation, creativity, and productivity
  
  

Preferred Qualifications

• BA/BS in Business, Marketing, Communication, or related field
• Formal AML/KYC experience or training in the United States
• Experience in the foreign exchange (FX) industry
  
  

Travel Requirements

• Travel commitment of approximately 5%
  
  

Compensation

• The annual salary range is $60,000 to $75,000 depending on experience, with a 10% annual discretionary bonus.
  
  

Benefits

• Comprehensive medical insurance
• Dental insurance coverage
• Vision insurance coverage
• Long-term disability insurance
• Short-term disability insurance
• Accidental Death & Dismemberment (AD&D) insurance
• Commuter benefit options
• 401(k) and Roth retirement plans
• 16 days off Paid Time Off (PTO)