Partner Success Specialist

Job Title: Partner Success Specialist
Location: Washington, D.C. (Hybrid; in-person after 90 days)
Status: Full-time; Exempt
Reports to: Partner Support Manager
Direct Reports: None
Typical Work Hours: 8:30 a.m. to 5:00 p.m., Monday through Friday

Monex is a leading global financial solutions provider, offering a complete set of tools to support business growth and strategic financial operations.

We specialize in FX risk management and international payments, helping corporate and institutional clients design tailored FX solutions to navigate currency volatility with confidence. Our team of FX specialists implements well-considered currency strategies, offering dedicated support to help clients manage their payment needs, whether for goods, services, or direct investments.

In 2025, Monex facilitated $198 billion in FX turnover and managed $16.1 billion in assets. With offices across North America (Canada, the U.S., and Mexico), Asia (Singapore), and Europe (the U.K., Spain, and the Netherlands), we serve more than 70,000 clients worldwide.

By combining global reach with deep local market expertise, Monex provides businesses with a suite of financial solutions and FX market analysis to help optimize efficiency, mitigate currency risk, and protect margins in an increasingly complex financial landscape.

Monex is seeking a Partner Success Specialist to support referral partners and their clients throughout the customer lifecycle. This role serves as a key point of contact for partner and client inquiries, onboarding, account support, and service needs while collaborating with Sales, Compliance, Operations, Trading, IT, and other internal teams to deliver a seamless client experience. The ideal candidate is highly organized, client-focused, and proactive, with strong communication and problem-solving skills and experience in financial services, payments, banking, or a similar regulated environment.

Responsibilities
Partner, Client, and Service Support

• Serve as a primary day-to-day contact for partners and clients, responding to calls, emails, and service requests in a timely and professional manner.
• Provide updates on onboarding, account changes, transaction inquiries, service requests, and issue resolutions.
• Investigate and troubleshoot partner and client inquiries, escalating complex or high-priority matters as needed.
• Coordinate with Sales, Compliance, Operations, Trading, IT, and back-office teams to support a seamless client experience.

Onboarding, Enablement, and Retention

• Support partner-referred client onboarding, including documentation collection, KYC/AML coordination, account setup, and follow-up on outstanding requirements.
• Assist partners with maintaining accurate client records, including online users, payment instructions, beneficiary entities, and CRM or operational system data.
• Assist with partner training materials, support documentation, user guides, platform adoption, and education on markets and internal procedures.
• Conduct proactive outreach to strengthen engagement, support growth and retention efforts, and identify at-risk or inactive relationships.
• Gather partner feedback and share trends, concerns, and improvement opportunities with management.

Operational Support

• Assist with partner reporting, service metrics, client activity tracking, meetings, communications, campaigns, and service announcements.
• Support testing, implementation, workflow improvements, documentation updates, and departmental projects as assigned.

Required Qualifications

• Bachelor’s degree in Business, Finance, Communications, Marketing, or a related field.
• 2+ years of experience in customer success, client services, account management, partner support, customer support, or a related client-facing role.
• Prior experience within a regulated financial services institution, payments company, bank, credit union, money services business, or similar environment.
• Strong written and verbal communication skills, with the ability to build credibility and trust with partners, clients, and internal teams.
• Exceptional organizational skills and a high level of attention to detail.
• Ability to manage multiple priorities and work effectively in a fast-paced, team-oriented environment.
• Strong problem-solving skills with a proactive, customer-focused mindset.
• Experience working with CRM platforms, business applications, and Microsoft Office, including Excel and Outlook.

Preferred Qualifications

• Experience in financial services, payments, banking, fintech, or the foreign exchange industry.
• Working knowledge of data security, AML, KYC, regulatory, and compliance requirements.
• Experience supporting referral partner, channel partner, or strategic partner programs.
• Experience conducting client onboarding and training.
• Working proficiency in Spanish or French is not required but would be considered an asset.

Travel Requirements

• Minimal travel required; occasional attendance at partner meetings, conferences, or company events may be necessary.

Compensation

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

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Long-term disability insurance
• Short-term disability insurance
• Accidental Death & Dismemberment (AD&D) insurance
• Commuter benefits
• 401(k) and Roth retirement plans
• Paid Time Off (PTO)
• Additional company-sponsored benefits, as applicable

Monex USA Inc. is an Equal Opportunity Employer. Diversity is valued, and the company will not tolerate any form of discrimination or harassment.