Customer Success Manager
The Spiral Agency is a company that builds revenue systems for logistics companies. They are seeking a Customer Success Manager to lead customer onboarding, manage ongoing communication, and enhance user success through effective campaign strategies. Responsibilities Leading new customers through structured onboarding and activation Setting up or guiding users through their first outbound campaigns (LinkedIn + email) Translating each customer’s ICP, offer, and goals into executable campaigns inside Winbox Ensuring users reach defined Time-to-Value milestones (first campaign live, first replies, first booked meetings) Identifying onboarding friction early and proactively resolving it before churn risk appears Acting as the internal voice of the customer by feeding onboarding insights back to Product and Leadership Managing ongoing customer communication via Slack, email, and async tools Providing thoughtful, outcome-driven support (not just answering tickets) Reviewing live campaigns and advising on improvements to targeting, messaging, and sequencing Helping customers troubleshoot deliverability, LinkedIn limits, and outbound best practices Proactively identifying expansion, upsell, or renewal risk based on usage and results Documenting wins, learnings, and repeatable best practices to improve the Winbox customer experience at scale Build, manage, and grow the Winbox community of logistics professionals (freight brokers, 3PLs, warehouse operators, logistics sales leaders) Develop and maintain educational content including courses, playbooks, onboarding guides, and outbound best-practice resources Host and moderate live webinars, workshops, and Q&A sessions focused on outbound, lead generation, and logistics-specific use cases Foster engagement inside community channels by sparking discussion, sharing wins, and highlighting best practices from top users Act as a connector between users, surfacing insights, success stories, and feedback to improve both the community and the product Create high-performing LinkedIn outbound campaigns for Winbox users Build multi-step connection + message sequences Set targeting logic, outreach flows, and ICP-specific messaging Monitor performance and optimize based on reply & engagement rates Build targeted lists using Clay, Apollo, ZoomInfo, scraping tools, etc Enrich, validate, and segment data for precision targeting Match user goals with the correct ICPs and buyer profiles Execute LinkedIn + email outreach to freight brokers, carriers, 3PLs, and warehousing companies Personalize messaging and run multi-touch cadences Reactivate old leads & past opportunities Work hands-on with Expandi, Aimfox, Instantly, Smartlead, Dripify, Clay, Apollo Track KPIs: customer onboarding, customer satisfaction, customer retention, campaign performance Skills 1–3 years Customer Success / Onboarding / Customer-Facing Experience Strong customer retention and low onboarding-related churn Experience setting up LinkedIn outbound campaigns (MUST) Experience scraping & building targeted prospect lists (MUST) Comfortable with outbound tools (Expandi, Instantly, Smartlead, Aimfox, etc.) High ownership of customer outcomes, including proactive risk identification and follow-through Strong communication — sharp, concise, professional Organized, consistent, and metrics-driven Logistics experience helpful but not required Benefits Flexible PTO & company-wide holidays Health coverage Access to premium training, masterminds & certifications Opportunity to work with leading logistics + SaaS brands Company Overview The Spiral Agency offers digital marketing and SEO services focused on the logistics industry. It was founded in 2017, and is headquartered in Toronto, Ontario, CAN, with a workforce of 2-10 employees. Its website is