Customer Success Manager

The Spiral Agency is a company focused on transforming logistics companies through innovative revenue systems. They are seeking a Customer Success Manager to guide users in setting up effective B2B LinkedIn campaigns and ensuring they derive value from the Winbox platform.

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