Customer Success & Digital Marketing Manager (Remote, Latin America)

About the role

A recruiting firm is hiring a Customer Success and Digital Marketing Manager for a remote position, based in Latin America. The role supports an AI-powered donor research and prospecting tool used by nonprofit organizations, development directors, grant writers and consultants. It combines hands-on customer success with ownership of the tool's marketing plan.

Key responsibilities

• Serve as the main point of contact for users, answering emails, calls and website inquiries, and guiding new trial users through onboarding.
• Proactively engage users during their 30-day free trial to encourage conversion to paid plans, and handle billing, plan changes and cancellation requests.
• Gather product feedback, feature requests and issues, and maintain customer-facing resources such as the help page and FAQs.
• Manage the customer referral program and encourage customers to leave reviews on G2 and Capterra.
• Own the marketing plan, set up and optimize Google Search ads, track SEO and GEO (visibility in AI-powered tools), and maintain profiles on G2, Capterra, Crunchbase and Google Business Profile.
• Support leadership with monthly LinkedIn articles, prepare a monthly customer email or newsletter, and coordinate demo video updates.
• Track trial signups, conversions, engagement and cancellations, evaluate Google Ads and SEO results, and prepare monthly performance reports.
• Coordinate with the external marketing agency, the software development partner and internal stakeholders.

Required profile

• Experience in customer success, account management or digital marketing, ideally for a software product or subscription platform.
• Hands-on experience setting up and optimizing Google Ads campaigns, especially Google Search.
• Comfortable using Google Analytics and interpreting marketing metrics.
• Strong written communication and organization skills; able to work independently and remotely.
• Must be based in Latin America.

Preferred qualifications

• Experience onboarding free-trial users and improving trial-to-paid conversion.
• Familiarity with customer retention, subscription management, cancellation analysis and referral programs.
• Experience building help centers, FAQs, onboarding materials or tutorial videos.
• Knowledge of SEO and GEO.