Advanced Associate, Customer Success

What You'll Do

• Execute onboarding tasks related to content license activation, access, and availability using defined processes and checklists.

• Guide customers through how to access licensed content, including basic platform navigation and usage guidance.

• Ensure customers understand what content they have purchased and where to find it.

• Track onboarding completion and escalate content access issues as needed.

• Monitor basic content usage and consumption data to identify low‑usage or zero‑usage patterns.

• Complete outreach and follow‑up activities focused on content awareness and usage.

• Respond to common customer questions related to content access, availability, and consumption.

• Maintain accurate documentation and activity tracking in Customer Success systems.

• Partner with Content, Support, and Customer Success teams to support issue resolution.

What Will Set You Up for Success

• 1-2 years of experience in Customer Support, Customer Success, Enablement, or a related role.

• Experience supporting digital content platforms or licensed content solutions.

• Strong attention to detail and comfort following defined processes and playbooks.

• Clear written and verbal communication skills.

• A customer‑focused mindset