Customer Success Manager

Cut+Dry is revolutionizing the foodservice distribution industry by transforming how distributors operate and sell. The Customer Success Manager plays a crucial role in guiding distributors through this transformation, ensuring they effectively adopt the platform and achieve meaningful results.

Responsibilities:

• Own the executive relationship at each distributor in your portfolio, from onboarding through long-term growth
• Build and run structured rollout plans that turn signed contracts into daily ordering behavior across the distributor's customer base
• Act as a strategic advisor to distributor leadership, recommending features that fit their business and redirecting requests that would waste development time without improving their results
• Work closely with our technical implementation team while staying focused on business outcomes, not technical details
• Design phased launch plans with distributor leadership, prioritizing the customer segments with the highest adoption potential first
• Track usage metrics weekly and catch early warning signs of disengagement before they become retention problems
• Identify platform capabilities that customers are not using and drive awareness and adoption of new features

Requirements:

• Foodservice distribution experience. You need to understand how sales reps work, how distributor operations run, how different customer segments behave differently, and how pricing and ordering systems connect. Without this, the advisory role does not work
• Executive presence. You will be in rooms with C-level executives at major distributors, pushing back respectfully and walking out with commitment
• Consultative mindset. You are changing behavior at organizations that have operated the same way for decades. That takes patience, strategic thinking, and the confidence to say 'that is not in your best interest right now.'
• Technical fluency (not expertise). You do not need to write code, but you need to understand enough about integrations, platform capabilities, and system trade-offs to have credible conversations without deferring to engineering every time
• Track record driving adoption or change management at enterprise B2B accounts with measurable outcomes
• Comfort with ambiguity. Processes are being built. You will help define how this role works
• Familiarity with ERP environments common in foodservice (Dynamics, AS/400, etc.)
• Experience in SaaS, digital transformation, or product-led growth where platform stability and standardization mattered
• Background in customer success, consulting, or revenue operations at a B2B technology company