Advanced Associate, Customer Success
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