Customer Success Specialist | Fully Remote | Up to £35K DOE + benefits

An established e-learning business that's built their success on quality, flexibility, and putting their people first are looking for a Customer Success Specialist to join their team. Specialising in 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
Fully Remote working (UK-based)
Flexible working hours that suit your life
Compressed hours for early finish Fridays
Paid time off between Christmas & New Year
Employer-matched pension scheme (4%)
Professional development and training opportunities
Employee-focused, friendly team
Social opportunities (quarterly team get-togethers—optional, no pressure!

The Role:

They're looking for a Customer Success Specialist to take ownership of customer relationships and ensure clients get maximum value from their Learning Management System. This is a proactive, relationship-focused role where you'll be the trusted advisor helping customers achieve their learning and development goals.

You'll be responsible for:

Building and maintaining strong client relationships, acting as the main point of contact for existing customers
Delivering regular success reviews and check-ins to ensure customers achieve measurable outcomes from their LMS investment
Proactively monitoring platform usage and identifying opportunities for optimisation and feature adoption
Providing best-practice guidance, training, and resources to help customers fully leverage the platform's capabilities
Managing customer support queries via the shared inbox, ensuring prompt and accurate responses
Tracking customer health metrics to identify at-risk accounts and develop retention strategies
Supporting renewals and identifying expansion opportunities
Collaborating with internal teams (Project Management, Product, Development, Marketing) to address customer needs
Creating and maintaining support documentation, FAQs, and help guides
Contributing to customer success stories and case studies in partnership with Marketing
Staying current with platform developments, LMS trends, and industry best practices

What they’re looking for:

Essential:

Experience in customer success, account management, or client support (preferably in L&D or SaaS B2B)
Strong relationship-building skills with the ability to engage stakeholders at multiple levels
Excellent written and verbal communication with a consultative, customer-centric approach
Ability to analyse customer data and translate insights into actionable recommendations
Strong problem-solving skills and ability to troubleshoot technical issues clearly
Excellent organisational and time management skills with a proactive mindset
Ability to manage multiple priorities efficiently and work collaboratively across teams

Nice to Have:

Experience with Totara TXP or Moodle
Familiarity with Learning Management Systems and e-learning principles
Experience delivering customer training sessions, webinars, or success workshop
Understanding of SCORM, xAPI, or other e-learning standards
Familiarity with support ticketing systems (e.g. HubSpot, Zendesk)
Ability to identify upsell or cross-sell opportunities through consultative account management

Who This Role Suits:

This role is perfect for someone who genuinely enjoys helping customers succeed, thrives on building meaningful relationships, and loves seeing the tangible impact of their work. You'll be organised, proactive, and comfortable juggling multiple customer needs while maintaining a solutions-focused approach. If you're passionate about e-learning, 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 visa*

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Customer Success Specialist