Customer Success Associate

About Aqua

Aqua is the operating system for wealth channel alternatives. We are building the platform for independent broker-dealers (IBDs) and independent financial advisors (RIAs) to invest in alternative assets. We are on track to process $5B in new transactions for 2025, with customer logos including some of the largest RIAs/BDs in the nation and asset managers including Blackstone, Apollo, JLL, Blue Owl, etc.

The Customer Success Associate is the front line of customer experience, responsible for resolving end user issues, managing inbound requests, and ensuring smooth daily use of the platform by advisors, analysts, and operations staff. This role is critical to customer satisfaction, retention, and feedback collection for the broader team.

• Manage user issues from intake to resolution, responding promptly to inbound tickets via email and phone.
• Troubleshoot issues and escalate technical cases internally when needed.
• Document issues, feature requests, and recurring patterns in the knowledge base.
• Collaborate with Product and Engineering to communicate bugs and enhancements.
• Develop subject matter expertise on forms, data, and workflow configurations for the platform.
• Maintain high response and resolution times while delivering a positive, professional experience that reinforces customer trust and loyalty.
• Assist in end user education through documentation, videos, and training support.

• Track customer success metrics, revenue forecasts, and expansion opportunities.
• Complete data analysis to identify actionable insights from captured metrics and platform activity.
• Create dashboards and reports to share trends and learnings with internal stakeholders to drive continuous improvement.

• 2+ years in a client facing or customer support role.
• Excellent communication, collaboration, and problem-solving skills.
• Excited to work in a fast-paced collaborative startup environment and manage competing priorities.
• Familiarity with alternative investments, wealth management systems, and investment operations.
• Strong technical skills with understanding of APIs, integrations, and data workflows a plus.
• Experience with ticketing systems (Salesforce, Zendesk, Intercom), preferred.