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