Customer Success Manager

Customer Success Manager (CSM)

The Spiral Agency | Toronto (Hybrid)

At Spiral, we don't just build software — we build revenue systems that transform how logistics companies grow.

Winbox — our outbound automation SaaS — converts outbound messaging into booked meetings, booked meetings into revenue, and revenue into predictable growth.

Our mission:
Become the dominant outbound engagement platform in logistics
, replacing manual prospecting with intelligent, repeatable, scalable pipeline creation.

We're hiring a
Customer Success Manager (CSM)
help our users succeed by setting up high-performing B2B LinkedIn campaigns and creating targeted prospect lists through scraping and data enrichment. You will own the
end-to-end onboarding experience
for new Winbox customers, ensuring every user reaches value quickly and clearly understands how to use the platform to generate pipeline.

If you thrive in customer enablement, live by your metrics, and want to support both internal revenue and user success — read on.

What You'll Own

Customer Onboarding

• 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

Ongoing Customer Success and Enablement

• 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

Community Building and Education

• 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

B2B LinkedIn Campaign Setup (User Spotlight)

• 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

Prospect List Building & Scraping (User Spotlight)

• 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

Internal Outbound Prospecting

• Execute LinkedIn + email outreach to freight brokers, carriers, 3PLs, and warehousing companies

• Personalize messaging and run multi-touch cadences

• Reactivate old leads & past opportunities

Tools & Metrics

• Work hands-on with Expandi, Aimfox, Instantly, Smartlead, Dripify, Clay, Apollo

• Track KPIs: customer onboarding, customer satisfaction, customer retention, campaign performance

You're not just onboarding users — you're building the customer experience blueprint for Winbox users.

Requirements

• 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

This role requires someone who owns their metrics and executes reliably.

Success Metrics

• Customers reach
  Time-to-Value milestones
  (first replies, first booked meetings)
• Strong
  customer retention
  and low onboarding-related churn
• Consistent improvement in
  campaign performance
  through guidance and optimization
• Fast, reliable customer support with clear communication across Slack and email
• High ownership of customer outcomes, including proactive risk identification and follow-through

Schedule

Full-time, flexible schedule.
9AM EST – 5PM EST

Location

Hybrid (GTA-based required)

WFH + Co-working Space in Downtown Toronto

Compensation

$55,000–$65,000 base salary

Additional
retention-based incentives
tied to long-term outbound performance.

Benefits

• Flexible PTO & company-wide holidays
• Health coverage
• Access to premium training, masterminds & certifications
• Opportunity to work with leading logistics + SaaS brands

Performance > hours. Output > presence.

The Spiral Agency Core Values

1. Ownership with Humility

We take initiative and move projects forward—not because we have all of the answers, but because we are committed to finding them. We improve what we touch, own outcomes fully, and build alongside the team — not above it.

2. Relentless Curiosity

We never stop asking why. We experiment, test, and break things to rebuild them better. Innovation isn't a buzzword here — it's a habit.

3. Integrity in Action

We say what we mean and do what we say. We hold ourselves and our peers accountable to a higher standard — even when no one's watching.

Why This Role Matters

• You're joining at a scaling moment — not maintenance mode.
• You will influence onboarding processes, customer experience, and user success.
• You will directly shape the onboarding engine behind Winbox.

If you want a role where your output is seen, felt, and valued every week — this is it.