At a Glance
- Tasks: Lead global community initiatives and engage with customers to drive success and growth.
- Company: Join PebblePad, a leading ed-tech company transforming learning experiences worldwide.
- Benefits: Remote work options, competitive salary, and opportunities for professional development.
- Other info: Dynamic, inclusive environment with excellent career growth potential.
- Why this job: Make a real impact by connecting with a vibrant community and shaping the future of education.
- Qualifications: Experience in customer success or community management, with strong relationship-building skills.
The predicted salary is between 60000 - 80000 £ per year.
About Us
Today PebblePad is a leading ed-tech company partnering with top-tier colleges, universities, professional organisations, and credentialing bodies around the globe. PebblePad helps educators combine the best of experiential learning and authentic assessment to bridge the gap between ambition and reality in ways traditional learning platforms cannot. We help higher education institutions create rich, meaningful, student-centered learning experiences that guide learners to prepare for, make sense of, curate, and showcase their learning journeys. We are also one amazing team. We support one another, celebrate success together, and genuinely believe that enjoying what we do 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 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.
About You
Essential Experience
- 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.
Global Community Lead in Telford employer: Pebblepad
At PebblePad, we pride ourselves on being a leading ed-tech company that fosters a collaborative and supportive work environment. Our commitment to employee growth is evident through our focus on community engagement and professional development opportunities, allowing you to make a meaningful impact while enjoying a flexible remote work culture. With the option to work from our Telford office and a strong emphasis on inclusion and diversity, we offer a unique workplace where your contributions are valued and celebrated.
StudySmarter Expert Advice🤫
We think this is how you could land Global Community Lead in Telford
✨Dive into Digital Learning Communities
Join online forums and communities focused on digital education, like EdTech Meetups or LinkedIn groups. Engage actively—share ideas and insights, and you'll not only learn a ton but also connect with potential employers and thought leaders in the industry.
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Create content that demonstrates your understanding of digital learning—think blogs, videos, or even free online workshops. This could catch the eye of companies like Pebblepad looking for innovative thinkers. Plus, it’s a great way to practice your presentation skills!
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We think you need these skills to ace Global Community Lead in Telford
Some tips for your application 🫡
Show Off Your Passion for Learning:When applying for a role in digital learning and education at Pebblepad, make sure to sprinkle your application with examples of your enthusiasm for teaching and learning technologies. Share specific experiences where you've used, designed, or implemented digital learning solutions, as this shows us that you truly get the field.
Highlight Relevant Education and Certification:In the digital learning space, having a strong educational background can set you apart. Don't shy away from showcasing your degrees, certifications, or relevant courses related to e-learning, instructional design, or educational technology. We love seeing candidates who have actively invested in their learning journey!
Tailor Your CV to the Role:Your CV is your first impression, so let's make it count! Focus on your skills directly related to digital learning, such as course development, learning management systems, and data analysis. Be sure to show measurable results from your past roles to demonstrate your impact and effectiveness.
Craft a Compelling Cover Letter:In your cover letter, express not just your qualifications, but your vision for the future of digital education. Discuss how your experiences align with the mission of Pebblepad and highlight any innovative ideas you might have for enhancing learning experiences. This is your chance to connect with us on a deeper level!
How to prepare for a job interview at Pebblepad
✨Get Hands-On with Learning Technologies
Familiarise yourself with common digital learning tools and platforms, like LMS systems or authoring tools that Pebblepad might use. Understanding these will give you an edge and show you’re ready to jump in from day one!
✨Showcase Your Creativity in Lesson Design
Prepare a portfolio of your past projects if you have them, or create sample lesson plans or digital content demos. Being able to discuss your creative approach to engaging students can really set you apart in a full-time role at Pebblepad.
✨Brush Up on Educational Trends
Stay in the loop with the latest trends in digital education, like gamification or personalised learning experiences. This will help you engage in meaningful discussions during the interview and demonstrate your passion for the field.
✨Prepare for Collaborative Scenarios
Expect to be asked about your experience working collaboratively with educators or other stakeholders. Consider discussing how you've contributed to a team effort in creating engaging educational content or improving student outcomes.
