LMS Support Specialist / Customer Success

LMS Support Specialist / Customer Success Specialist | Fully Remote | Up to £35K DOE + benefitsAn established e-learning business are looking for a LMS Support Specialist / Customer Success Specialist to join their team. Specialising in customised learning platforms for household-names, they're a tech-driven, innovation-focused company that helps businesses bring their training visions to life. They've seen continued growth this year but remain focused on ensuring work-life balance is at the heart of their culture. They hire great people and trust them to do great work without micromanagement or unnecessary bureaucracy.What's in it for you?Up to £35K DOE Fully Remote working (UK-based)Flexible working hours that suit your lifeCompressed hours for early finish FridaysPaid time off between Christmas & New YearEmployer-matched pension scheme (4%)Professional development and training opportunitiesEmployee-focused, friendly teamSocial opportunities (quarterly team get-togethers, optional, no pressure!)The Role:They're looking for a LMS Support Specialist / Customer Success Specialist to work alongside the sales team, taking ownership of existing client relationships and ensuring customers get maximum value from their customised Learning Management System. This is a supportive, relationship-focused role where you'll be the main point of contact helping clients make the most of their platform.You'll be responsible for:Building and maintaining strong client relationships, acting as the main point of contact for existing customersSupporting the sales team with account management and ensuring smooth client experiencesDelivering regular check-ins to ensure customers are getting the most from their platformProactively monitoring platform usage and helping clients optimise how they use their LMSProviding guidance, training, and resources to help customers fully leverage their platform's capabilitiesManaging customer support queries via the shared inbox, ensuring prompt and accurate responsesTracking customer satisfaction and identifying any concerns early to maintain strong relationshipsCollaborating with internal teams (Project Management, Product, Development, Marketing) to address customer needsCreating and maintaining support documentation, FAQs, and help guidesContributing to customer success stories and case studies in partnership with MarketingWhat they're looking for?Essential:Background in education, LMS, or e-learningExperience in customer support, account management, or client-facing roles (B2B experience preferred)Strong relationship-building skills with the ability to engage stakeholders at multiple levelsExcellent written and verbal communication with a helpful, customer-centric approachStrong problem-solving skills and ability to troubleshoot issues clearlyExcellent organisational and time management skills with a proactive mindsetAbility to manage multiple priorities efficiently and work collaboratively across teamsComfortable learning new systems and technologyNice to Have:Experience with Totara TXP or MoodleFamiliarity with support ticketing systems (e.g. HubSpot, Zendesk)Experience delivering customer training sessions or workshopsWho This Role Suits:This role is perfect for someone who genuinely enjoys helping customers and thrives on building meaningful relationships. You'll be organised, proactive, and comfortable juggling multiple customer needs while maintaining a solutions-focused approach. If you love working remotely with a supportive team and want a role where work-life balance isn't just a buzzword, this could be your next career move.APPLY now or email your CV to alicia@forwardrole.com with any questions.*Please note you must be based in the UK and the role is not suitable for those needing sponsorship or on student/short term visas*