PebblePad - The ePortfolio for Higher Education
Global Community Lead
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Global Community Lead
Customer & Growth - Global Community Lead
Location: Telford, Telford and Wrekin (Remote)
About Us
Today PebblePad is a leading ed-tech company partnering with top-tier colleges, universities, professional organisations, and credentialing bodies globally. We help educators combine the best of experiential learning and authentic assessment to bridge the gap between ambition and reality—something traditional learning platforms cannot match.
PebblePad enables higher education institutions to create rich, meaningful, student-centred learning experiences that guide learners through:
- Preparing for real-world challenges
- Making sense of their progress
- Curating and showcasing their learning journeys
We’re also an amazing team. We support one another, celebrate success together, and believe enjoyment of work is part of making a difference.
About the Role
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 strategic accounts portfolio
- Building and scaling PebblePad’s global customer community
Key focus: Driving retention, advocacy, and growth through structured programmes, events, and customer-led initiatives.
The role bridges customer experience and community insights, ensuring engagement delivers measurable value to both accounts and the organisation.
What You Will Be Doing
Community Strategy & Engagement
- Design and manage:
- PebblePad User Groups (PUGs)
- Special Interest Groups (SIGs)
- Online community forums (global level)
- Build and deliver a global community engagement calendar
- Identify, recruit, and nurture:
- PebblePad Champions
- Advocates
- Student ambassadors across institutions
- Establish and manage:
- Customer Advisory Boards (CABs)
- Drive structured customer input into product & service development
- Lead the PebblePad Awards and recognition program (celebrating innovation & best practices)
- Collect, synthesise, and present community insights for:
- Customer Success leadership
- Product teams
- Develop and maintain a Goldmine of referenceable customers to support Sales and BD activities
- Collaborate with regional teams (NORAM & APAC) for alignment, consistency, and shared learnings
- Co-lead and support global customer events, ensuring:
- High-quality community experience
- Consistency across regions
- Own and evolve community reporting, tracking:
- Engagement metrics
- Member growth
- Advocacy outputs
- Community-driven pipeline opportunities
- Oversee global communication strategy, including:
- Regular newsletters
- Community updates
- Targeted engagement campaigns
- Oversee and improve PebblePad’s community platform (the Hub) to ensure:
- Activity and value
- Alignment with customer needs
- Develop and manage scalable content strategy supporting every customer lifecycle stage:
- Onboarding
- Adoption
- Maturity
- Advocacy
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Commercial & Portfolio Ownership
- Own health, retention, and growth of strategic accounts
- Develop and implement:
- Account-level renewal strategies
- Risk mitigation plans
- Growth initiatives
- Conduct regular strategic account reviews, identifying and addressing risks and opportunities
- Build strong relationships with key stakeholders and act as a trusted advisor
- Ensure the community programme aligns seamlessly with the wider CSM team
- Surface insights, trends, and opportunities from your accounts to help shape Community Success & CS strategies
Success Metrics (Year 1)
✔ 300+ active global community participants ✔ 2 successfully established and running Customer Advisory Boards (CABs) ✔ 5+ community-referred customer relationships tracked annually ✔ 25+ reference-ready accounts ready for sales activity ✔ Gross Renewal Rate (GRR) of 95%+ ✔ Quarterly community performance reports for VP Customer Success, CEO, and senior leadership
About You
Essential Experience
✅ Proven experience in:
- Customer Success
- Community management
- Customer marketing (ideally within SaaS, ed-tech, or similar industries) ✅ Ability to:
- Grow strategic customer engagements
- Drive retention, adoption, and expansion ✅ Strong relationship-building skills across:
- Customers
- Internal stakeholders
- Cross-functional teammates ✅ Experience designing and executing customer initiatives, including:
- Webinars
- Events
- Engagement programmes ✅ Ability to:
- Create and manage communications (e.g., newsletters, updates, campaigns)
- Translate customer insights into engaging content and campaigns ✅ Commercial awareness to understand:
- How engagement fosters Growth, Retention, Advocacy ✅ Data-driven mindset with analytical skills to:
- Track engagement metrics
- Assess programme effectiveness ✅ Confident in cross-functional collaboration with:
- Customer Success
- Product teams
- Marketing
- Sales ✅ Comfortable representing PebblePad in both customer-facing and community settings ✅ Highly organised and proactive with the ability to manage multiple priority programmes
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Nice to Have
- Experience in scaling a customer community or advocacy programme
- Hands-on expertise with Customer Advisory Boards (CABs) or feedback forums
- Familiarity with managing an online community platform (forums, social spaces, etc.)
- Exposure to CRM/community tools (e.g., HubSpot, Salesforce, etc.)
- Experience managing multi-region, international accounts
- Experience in driving sales enablement via:
- Recommendations
- Case studies
- Advocacy partnerships
Additional Information
- Full-time, remote role with the option to work from PebblePad’s Telford HQ
- Travel may be required for:
- Customer visits
- Conferences
- Company events
- Due to global operations across time zones, some work may fall outside standard business hours
- PebblePad is an equal opportunities employer committed to:
- Inclusion
- Diversity
- A inclusive work culture
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