Customer Success & Digital Marketing Manager (Work From Home)

Persona is a recruiting and staffing company that hires exceptional people from 98 countries into full-time, long-term remote roles with the most ambitious companies on earth.

Our clients include Fortune 500 enterprises, fast-growing startups backed by Sequoia, Founders Fund, and Andreessen Horowitz, and high-performing companies of every size in between. We offer roles in project management, operations, finance, design, marketing, customer success, and more. Every hire is for a specific open position: one person, one dedicated client, built to last.

Every offer we make is for an open role with a single client — the kind of role that’s almost impossible to find on your own: industry-leading pay set against your experience and skill, real career growth, and a stable seat at a serious company, working from home, anywhere in the world.

Persona was founded in 2018 by two Stanford graduates on a simple idea: talent is everywhere, but opportunity isn’t. By recruiting globally for specific client roles, we’ve grown into one of the fastest-growing companies in the global staffing industry. Every applicant goes through the same steps, and each one is designed to let you show what you can actually do.

We hire people who care about the craft of their work, take ownership without being asked, and want to build a career rather than just hold a job. If that’s you, and one of our open roles fits, we’d like to meet you.

Role Summary We are seeking a proactive, customer-focused Customer Success & Digital Marketing Manager to support the growth and customer experience of an AI-powered donor research and prospecting tool serving nonprofit organizations, development directors, grant writers, and consultants.

This role combines hands-on customer success with digital marketing ownership. You will serve as the primary point of contact for users, guide new customers through their free trials, help convert trial users into paying subscribers, and support customer retention through responsive communication and ongoing engagement.

You will also own the tool's marketing plan, manage Google Search advertising, monitor search and AI-driven visibility, and coordinate marketing initiatives across internal and external partners. The ideal candidate combines strong customer communication skills with practical digital marketing experience and a data-driven approach to improving signups, conversions, and customer satisfaction.

This is a remote position focused on candidates based in Latin America.

Key Responsibilities Customer Success & User Support

• Serve as the primary human point of contact for users of the AI-powered donor research and prospecting platform.

• Respond promptly and professionally to customer emails, calls, and website inquiries, including "Talk to us" requests.

• Welcome new trial users and help them get started through onboarding emails, short instructional guides, and videos.

• Proactively engage users during their 30-day free trial to answer questions, encourage product adoption, and support conversion to paid subscription plans.

• Handle billing inquiries, subscription plan changes, and cancellation requests.

• Gather cancellation reasons and customer feedback to identify opportunities to improve retention and the overall customer experience.

• Collect and organize product feedback, feature requests, and user-reported issues for internal review.

• Maintain accurate, helpful customer-facing resources, including the help page and frequently asked questions.

• Manage the customer referral program and coordinate referral incentives.

• Encourage satisfied customers to share reviews on G2 and Capterra and participate in customer testimonials or success stories.

Digital Marketing & Customer Acquisition

• Own and execute the marketing plan for the software platform, focusing on customer acquisition, trial signups, and paid conversions.

• Set up, manage, test, and optimize Google Search advertising campaigns within established budgets.

• Monitor campaign performance and prioritize advertising strategies that generate qualified signups.

• Track search engine optimization (SEO) performance, including Google search rankings and organic visibility.

• Monitor generative engine optimization (GEO), including the platform's visibility and mentions in AI-powered tools such as ChatGPT.

• Manage and maintain the platform's profiles on G2, Capterra, Crunchbase, and Google Business Profile.

• Support company leadership in drafting monthly LinkedIn articles and related thought-leadership content.

• Prepare and distribute a concise monthly email or newsletter to customers and trial users.

• Coordinate website content and demo video updates as new platform features become available.

• Identify opportunities to improve marketing messaging, product awareness, and the customer signup journey.

Performance Tracking & Reporting

• Monitor key customer and marketing metrics, including trial signups, free-to-paid conversions, customer engagement, and cancellations.

• Use Google Analytics and advertising performance data to assess customer acquisition and marketing effectiveness.

• Evaluate Google Ads results, identify effective campaigns, and recommend improvements based on performance.

• Track changes in SEO rankings and AI-powered search visibility.

• Prepare monthly marketing performance reports for company leadership.

• Communicate customer feedback, recurring issues, marketing insights, and opportunities for improvement.

Cross-Functional & External Partner Coordination

• Maintain clear, consistent communication with the external marketing agency regarding marketing initiatives, campaign execution, and performance.

• Coordinate with the software development and maintenance partner on customer-reported issues, feature updates, and technical matters.

• Work closely with internal stakeholders to align customer experience, marketing priorities, and product improvements.

• Follow up on customer issues and requested enhancements to ensure appropriate internal coordination.

• Keep relevant stakeholders informed of customer needs, campaign progress, and product-related updates.

Required Qualifications

• Experience in customer success, account management, or digital marketing , ideally supporting a software product or subscription-based platform.

• Hands-on experience setting up, managing, and optimizing Google Ads campaigns , particularly Google Search advertising.

• Comfortable using Google Analytics , interpreting marketing performance data, and reviewing monthly metrics.

• Strong written communication skills, with the ability to produce clear, friendly customer emails, onboarding guides, marketing content, and reports.

• Ability to communicate effectively with customers through email, calls, and other support channels.

• Strong organizational skills and ability to manage customer support requests, marketing initiatives, and reporting responsibilities simultaneously.

• Ability to interpret campaign and customer performance metrics and use findings to inform practical improvements.

• Strong attention to detail when managing subscriptions, customer communications, platform information, and marketing activities.

• Ability to coordinate professionally with internal teams, external marketing partners, and software development stakeholders.

• Proactive, independent working style with the ability to follow through on customer issues and marketing priorities.

• Ability to work effectively in a remote environment.

• Must be based in Latin America.

Preferred Qualifications

• Experience supporting a SaaS product, self-service software platform, or subscription-based digital service.

• Experience onboarding free-trial users and improving trial-to-paid conversion rates.

• Familiarity with customer retention, subscription management, cancellation analysis, and referral programs.

• Experience developing or maintaining customer help centers, FAQs, onboarding materials, or short tutorial videos.

• Knowledge of SEO principles and monitoring organic search performance.

• Familiarity with GEO and tracking brand or product visibility in AI-powered search and conversational tools.

• Experience managing company profiles and customer reviews on G2, Capterra, Crunchbase, or Google Business Profile.

• Experience drafting newsletters, customer lifecycle emails, or LinkedIn thought-leadership content.

• Experience collaborating with external marketing agencies and software development partners.

• Familiarity with nonprofit organizations, fundraising, donor prospecting, or grant research.

Tools & Technologies

• Google Ads, Google Analytics, Google Search, SEO tracking tools, AI-powered search tools such as ChatGPT, G2, Capterra, Crunchbase, Google Business Profile, LinkedIn, email and newsletter platforms, website content management tools, customer communication tools, help center and FAQ systems, subscription management platforms, customer feedback and issue-tracking tools.

Core Competencies

• Customer-focused communication

• Customer onboarding and retention

• Digital marketing and Google Ads management

• Data analysis and performance tracking

• Clear and effective writing

• Proactive problem-solving

• Cross-functional collaboration

• Organization and time management

• Ownership and accountability

• Adaptability and technical proficiency

What We Offer

• Best salaries in the industry

• work remotely from the location specified for this role permanently

• Opportunities for growth and advancement

• A fast-paced and collaborative environment

• A warm, people-first company culture

• Get paid in your currency of choice

• Full benefits

This is a part-time, long-term remote position dedicated to one client company. Persona provides onboarding and ongoing employment support for this position.