Global Community Lead

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Design and implement community strategy while managing PebblePad User Groups (PUGs), Special Interest Groups (SIGs), and online forums on a global scale.

• Create and execute a global community engagement calendar.

• Identify, recruit, and support PebblePad Champions, advocates, and student ambassadors within customer institutions.

• Establish and oversee Customer Advisory Boards (CABs) to facilitate structured customer feedback on product and service development.

• Lead the PebblePad Awards and recognition program, honoring innovation and best practices within the community.

• Gather, analyze, and present community insights, providing consistent updates to Customer Success leadership and Product teams.

• Develop and maintain a pipeline of referenceable customers to assist Sales and Business Development efforts.

• 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 experience for the community.

• Take ownership of and enhance community reporting, including metrics on engagement, member growth, advocacy outcomes, and community-influenced pipeline.

• Manage the global community communication strategy, which includes regular newsletters, updates, and targeted engagement campaigns.

• Oversee and continuously improve the PebblePad community platform (the Hub), ensuring it remains active, valuable, and aligned with customer needs.

• Develop and manage a scalable content strategy to support various stages of the customer lifecycle (onboarding, adoption, maturity, advocacy).

• Commercial & Portfolio Ownership: Maintain the health, retention, and growth of a portfolio of strategic customer accounts.

• Create and implement account-level strategies for renewal, risk mitigation, and expansion.

• Conduct regular strategic account reviews to identify and respond to risk and growth signals.

• Build strong relationships with key stakeholders and serve as a trusted advisor.

• Identify insights, trends, and opportunities within your portfolio to inform broader Customer Success and community initiatives.

• Act as a liaison between the community program and the wider CSM team, ensuring community engagement translates into measurable account value.

⛳️ Requirements

• Experience in Customer Success, community management, or customer marketing within SaaS, ed-tech, or related fields.

• Demonstrated ability to manage and grow strategic customer relationships, focusing on retention and engagement.

• Strong relationship-building capabilities, effectively connecting customers, stakeholders, and internal teams.

• Experience in designing and implementing customer-facing programs such as events, webinars, community initiatives, or engagement campaigns.

• Familiarity with creating and managing customer communications, including newsletters, updates, or content programs.

• Commercial acumen, understanding how customer engagement influences retention, advocacy, and growth.

• Excellent communication skills, capable of translating customer insights into compelling content, narratives, and initiatives.

• Highly organized and proactive, able to manage multiple programs and priorities concurrently.

• Data-driven, able to track engagement metrics and evaluate program effectiveness.

• Comfortable working collaboratively with Customer Success, Product, Marketing, and Sales teams.

• Confident in representing the organization in customer-facing and community contexts.

• Creative and customer-centric, with a strong instinct for fostering engagement and shared value.

🏝️ Benefits

• Full-time and remote position, with the option to work from our Telford office.

• Some travel will be necessary for customer visits, conferences, and company events.

• Commitment to inclusion, diversity, and equal opportunities as an employer.