LMS Customer Success Specialist

Forward Role; Manchester; On-site; GBP 21,000 - 35,000; Full time

Benefits offered by this job

Fully remote

Early finish Friday

Flexible working hours

24 days holiday + bank holidays

Employer-matched pension 4%

Time off Christmas & New Year

Professional development

Team socials

Job summary

Forwardrole is seeking a proactive LMS Customer Success Specialist for a fully remote UK-based role, offering up to £35K plus benefits. You will build strong client relationships, help customers maximise value from the LMS, and collaborate with PM and Dev to address complex needs.

Ideal candidates have customer success, account management, or client support experience in LMS/L&D or SaaS B2B. Strong communication and hands-on platform skills are essential for success in this role.

Qualifications

• Experience in customer success, account management, or client support in LMS/L&D or SaaS B2B.
• Hands-on with platform configuration and user roles.
• Familiar with LMS such as Totara or Moodle.
• Excellent written and verbal communication with a consultative approach.
• Strong troubleshooting and proactive problem solving.
• Ability to work cross-functionally with PM and development.

Responsibilities

• Take ownership of ongoing relationships for a portfolio of existing customers, acting as their main point of contact.
• Develop understanding of each customer's goals and how they use the platform to advise proactively.
• Get hands-on with the LMS platform to advise customers on configuration and roles.
• Identify when technical input is needed and coordinate with PM and development.
• Be first point of contact for queries and manage the support inbox.
• Monitor usage and engagement to identify expansion opportunities.
• Maintain and update support docs, FAQs, and guides.

Skills

Customer success

Account management

LMS experience

Communication

Problem solving

Tools

HubSpot

Zendesk

Job description

I am working with a growing SaaS business to find a LMS Customer Success Specialist Fully remote (Must be UK based)

Up to £35K + benefits

I am working with a growing SaaS business that builds and supports learning platforms for businesses delivering training to their employees and customers. They are looking for a proactive, organised, and customer-focused Customer Success Specialist to join their team and help deliver exceptional ongoing service to existing clients.

The role:

They need someone who can build strong relationships with customers, help them get more value from their LMS platform, and advise them on how to make the most of it, someone who's comfortable enough with the technical/platform side to get properly stuck in, not just manage the relationship from a distance.

Ideally, you have experience in customer success, account management, or client support, preferably in the L&D or SaaS B2B sector.

You will work closely with the Project Management and Development teams, bringing in technical input where a customer's needs go beyond what you can advise on directly.

Key responsibilities:

• Take ownership of ongoing relationships for a portfolio of existing customers, acting as their main point of contact.
• Develop a strong understanding of each customer's goals, requirements, and how they use the platform, so you can advise them proactively rather than just reactively.
• Get hands-on with the platform itself, understanding configuration, user roles, and functionality well enough to advise customers directly wherever possible.
• Identify where a customer's request needs more technical input, and work closely with the Project Management and Development teams to get it resolved.
• Act as first point of contact for customer queries, managing the shared support inbox and ensuring prompt, accurate responses.
• Monitor customer usage and engagement to spot opportunities for customers to get more from the platform.
• Maintain and update support documentation, FAQs, and help guides to improve the customer experience.
• Identify recurring customer pain points and suggest improvements to the platform or support processes.
• Stay up to date with LMS developments and industry best practice to provide expert guidance.

Must have:

• Experience in customer success, account management, or client support, preferably within an LMS, L&D, or SaaS B2B environment.
• Comfortable with the technical/platform side of a system, this role needs someone who can get hands-on, not just manage relationships.
• Ideally experience working with an LMS
• Excellent communication skills, both written and verbal, with a consultative and customer-centric approach.
• Strong problem-solving skills, with the ability to troubleshoot issues and know when to expand.
• Familiarity with Learning Management Systems and an understanding of e-learning principles.
• Strong organisational skills, with a proactive, solutions-focused mindset.
• Ability to work collaboratively with cross-functional teams, including Project Management and Development.

Desirable:

• Knowledge of LMS such as Totara or Moodle.
• Understanding of SCORM, xAPI, or other e-learning standards.
• Previous experience in a B2B SaaS environment, particularly in the L&D sector.
• Familiarity with support ticketing systems (e.g. HubSpot, Zendesk, or similar).

What's on offer:

• Salary up to £35K
• Fully remote working
• Early finish on a Friday
• Flexible working hours
• 24 days holiday, plus bank holidays
• Employer-matched pension scheme (4%)
• Paid time off between Christmas & New Year
• Professional development and training opportunities
• Team socials to get together with the team

Process:

• 2 stage process

You must be UK based and they cannot offer sponsorship or accept those on short term visas