Customer Success Manager
Washington, DC
Full Time
Manager/Supervisor
Job Title: Client Success Manager
Location: Washington, DC, Hybrid (3 days in office)
Status: Full-time, Exempt
Reports To: COO/CEO
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 Manager (CSM) who will be responsible for enhancing client relationships, building an excellent client experience, improving operational efficiency, and ensuring coordination across internal departments. The CSM will function as the primary liaison between the Sales and Compliance teams, ensuring that customer needs are met while aligning with the firm’s regulatory and operational protocols. This role is pivotal in streamlining communication, optimizing the customer journey, and driving client satisfaction.
Responsibilities
Location: Washington, DC, Hybrid (3 days in office)
Status: Full-time, Exempt
Reports To: COO/CEO
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 Manager (CSM) who will be responsible for enhancing client relationships, building an excellent client experience, improving operational efficiency, and ensuring coordination across internal departments. The CSM will function as the primary liaison between the Sales and Compliance teams, ensuring that customer needs are met while aligning with the firm’s regulatory and operational protocols. This role is pivotal in streamlining communication, optimizing the customer journey, and driving client satisfaction.
Responsibilities
- Client Relationship Management
- Serve as the primary contact for Monex clients during the onboarding process
- Facilitate a smooth transition from client acquisition to onboarding
- Oversee all aspects of the onboarding process and getting the client through the compliance process and the credit process if needed
- Represent clients within the firm to address concerns and identify potential value-added services
- Provide clients with updates and support related to account status and regulatory requirements
- Maintain integrity and high service standards per Monex policies in all client interactions
- Onboarding and Operational Oversight
- Ensure thorough KYC knowledge to provide clients with information on appropriate products and services
- Monitor the onboarding pipeline, proactively resolving delays
- Oversee client account integration, maintaining data accuracy and AML/KYC compliance
- Connect Sales and Compliance to improve efficiency and resolve issues faster
- Review workflows and suggest changes to improve client experience and reduce hassles
- Share feedback on systems and processes with internal teams based on client input
- Regulatory and Compliance Collaboration
- Collaborate with EDD, regulatory compliance, and compliance teams to complete client onboarding per company and regulatory standards
- Inform clients of regulatory changes and support compliance
- Support audits, investigations, or reporting as needed for client accounts or transactions
- Identify and manage conflicts of interest according to regulations and company policy
- Reporting and Analysis
- Prepare reports on client activity, satisfaction, and performance metrics for internal use
- Monitor customer success trends and identify improvement opportunities
- Track and escalate unresolved client issues for prompt resolution
- Attend sales review meetings and prepare reports and presentations for these sessions
- Regularly present onboarding statistics and client attrition data to stakeholders
- Required Qualifications
- 2-5 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
- BA/BS in Business, Marketing, Communication, or related field
- Certified Customer Success Manager (CCMS) or equivalent certification
- Formal AML/KYC experience or training in the United States
- Experience in the foreign exchange (FX) industry
- Travel commitment of approximately 15%
- The annual salary range is $100,000 to $120,000 depending on experience, with a 10% annual discretionary bonus.
- 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)
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