[Hiring] Global Community Lead @PebblePad

Role Description

Reporting to the VP of Customer Success, the Global Community Lead operates at the intersection of Customer Success and community-led growth. This role combines ownership of a portfolio of strategic accounts with responsibility for building and scaling PebblePad’s global customer community. The focus is on driving retention, advocacy, and growth through structured engagement programmes, events, and customer-led initiatives. You will play a key role in connecting customer experience with community insight, ensuring engagement translates into measurable value at both an account and organisational level.

What You Will Be Doing

• Community Strategy and Engagement
  • Design and manage PebblePad User Groups (PUGs), Special Interest Groups (SIGs), and online community forums at a global level.
  • Build and deliver a global community engagement calendar.
  • Identify, recruit, and nurture PebblePad Champions, advocates, and student ambassadors across customer institutions.
  • Establish and manage Customer Advisory Boards (CABs), driving structured customer input into product and service development.
  • Lead the PebblePad Awards and recognition programme, celebrating innovation and best practice across the community.
  • Collect, synthesise, and present community insight, providing regular updates to Customer Success leadership and Product teams.
  • Develop and maintain a pipeline of referenceable customers to support Sales and Business Development activities.
  • Collaborate with regional teams (including NORAM and APAC) to ensure alignment, consistency, and shared learning across global community initiatives.
  • Co-lead and support global customer events, ensuring a consistent and high-quality community experience.
  • Own and evolve community reporting, including engagement metrics, member growth, advocacy outputs, and community-influenced pipeline.
  • Own the global community communication strategy, including regular newsletters, updates, and targeted engagement campaigns.
  • Oversee and continuously improve the PebblePad community platform (the Hub), ensuring it is active, valuable, and aligned to customer needs.
  • Develop and manage a scalable content strategy to support different stages of the customer lifecycle (onboarding, adoption, maturity, advocacy).
• Commercial & Portfolio Ownership
  • Own the health, retention, and growth of a portfolio of strategic customer accounts.
  • Develop and execute account-level strategies for renewal, risk mitigation, and expansion.
  • Conduct regular strategic account reviews, identifying and acting on risk and growth signals.
  • Build strong relationships with key stakeholders and act as a trusted advisor.
  • Surface insights, trends, and opportunities from your portfolio to inform broader Customer Success and community initiatives.
  • Act as a bridge between the community programme and the wider CSM team, ensuring community engagement translates into tangible account value.
• Success Measures – Year 1
  • 300+ active global community participants.
  • 2 Customer Advisory Boards successfully established and operating.
  • 5+ community-attributed referrals tracked annually.
  • 25+ reference-ready customers available to support sales activity.
  • GRR of 95%+ across managed strategic accounts.
  • Quarterly community performance reporting delivered to VP Customer Success, CEO, and senior leadership.

Qualifications

• Experience in Customer Success, community management, or customer marketing within SaaS, ed-tech, or similar environments.
• Proven ability to manage and grow strategic customer relationships, including driving retention and engagement.
• Strong relationship-building skills, with the ability to connect customers, stakeholders, and internal teams effectively.
• Experience designing and delivering customer-facing programmes such as events, webinars, community initiatives, or engagement campaigns.
• Experience creating and managing customer communications, such as newsletters, updates, or content programmes.
• Commercial awareness, with an understanding of how customer engagement drives retention, advocacy, and growth.
• Strong communication skills, with the ability to translate customer insights into compelling content, stories, and initiatives.
• Highly organised and proactive, with the ability to manage multiple programmes and priorities simultaneously.
• Data-aware, with the ability to track engagement metrics and assess programme effectiveness.
• Comfortable working cross-functionally with Customer Success, Product, Marketing, and Sales teams.
• Confident representing the organisation in customer-facing and community settings.
• Creative and customer-focused, with a strong instinct for building engagement and shared value.

Nice to Have

• Experience building or scaling a customer community or advocacy programme.
• Experience managing Customer Advisory Boards or structured feedback forums.
• Experience owning or managing a community platform (e.g. forums, hubs, online communities).
• Exposure to CRM or community platforms (e.g. HubSpot or equivalent tools).
• Experience working across international or multi-region customer bases.
• Experience supporting sales through references, case studies, or advocacy programmes.

Additional Information

The role is full time and remote, with the option of working from our Telford office if preferred. Some travel will be required to customers, conferences, and company events. As an international organisation operating across multiple time zones, occasional work outside standard business hours will be required to support our global customers and teams. We believe in inclusion and diversity and are proud to be an equal opportunities employer.