Customer Success Specialist | Madrid Monex specialises 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 implement well-considered currency strategies, offering dedicated support to help clients manage their payment needs – whether for goods, services, or direct investments. By combining integral reach with deep local market expertise, Monex enhances businesses with a suite of financial solutions and FX market analysis to help optimise efficiency, mitigate currency risk, and protect margins in an increasingly complex financial landscape.

The Customer Success

Department is responsible for ensuring a seamless and efficient client journey, from initial onboarding through to long-term relationship management. The function plays a crucial role in delivering a service that is both high-touch and scalable, embedding operational efficiencies through automation, scripted interactions, and CRM-driven workflows.

Customer

Success is designed to bridge the gap between Sales, Compliance, and Operations, ensuring a structured and customer-centric handover. The department supports new clients in navigating the onboarding process, proactively resolving potential bottlenecks, and ensuring regulatory requirements are met without unnecessary delays or friction. The department reports to the Head of Operations and works closely with other business units to ensure consistent service delivery and customer satisfaction.

While immediate tactical solutions may be implemented, the long-term goal is to develop scalable and repeatable processes that maintain a balance between efficiency and a premium client experience. This is achieved through strong internal collaboration, well-defined procedures,



and technology-driven efficiencies that support both operational effectiveness and a personalized customer journey.

The Customer Success

Specialist plays a critical role in the onboarding and engagement of new clients, ensuring that they experience a smooth transition from Sales to Success. This role is highly relationship-driven, requiring frequent phone-based interactions to provide guidance, reassurance, and proactive support. In addition to onboarding responsibilities, the Customer Success Specialist is responsible for ensuring that clients remain engaged, informed, and supported throughout their journey.

Act as the primary point of contact for new clients, providing structured, phone-based guidance and support. Liaise with Compliance to facilitate KYC and due diligence, ensuring a smooth regulatory process without delays or excessive manual intervention. Conduct regular check-ins with new clients post-onboarding to ensure they are fully integrated and benefiting from the service.

Support automation initiatives, including data transfers, CRM enhancements, and ticketing system improvements. By combining structured onboarding processes with ongoing engagement and operational efficiency, the Customer Success Associate plays a vital role in shaping the overall client experience.

Customer Success Function

Compliance & Internal Collaboration Compliance & Policy Alignment Your role falls within the scope of client engagement and onboarding excellence, requiring you to act in accordance with the Monex Client Success Principles, as outlined in your contract of employment, the Employee Handbook, and its related policies. Understanding of compliance and regulatory considerations related to customer success, including KYC and due diligence processes. Strong familiarity with CRM systems, ticket management tools, and automated client engagement workflows.

Proven track record of delivering high-touch customer service while implementing operational efficiencies.

📌 Technology and Innovation Specialist (Madrid)
🏢 Monex Global
📍 Madrid