About this role
Job Title: 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