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 general 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 conve

📌 Customer Success (Colombia)
🏢 Persona
📍 Colombia