Customer Success Manager

About the role

The Customer Success Manager at Cut+Dry is responsible for guiding distributors through the adoption of the company's platform. This role involves building and running structured rollout plans, advising distributor leadership, and tracking usage metrics to ensure adoption and business outcomes.

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

• Must have foodservice distribution experience, understanding how sales reps work, distributor operations run, and different customer segments behave.
• Must have executive presence and consultative mindset to push back respectfully and walk out with commitment.
• Must be technically fluent (not expert) to have credible conversations without deferring to engineering every time.
• Must have a track record driving adoption or change management at enterprise B2B accounts with measurable outcomes.
• Must be comfortable with ambiguity as processes are being built.

Nice to have

• Familiarity with ERP environments common in foodservice (Dynamics, AS/400, etc.).
• Experience in SaaS, digital transformation, or product-led growth.
• Background in customer success, consulting, or revenue operations at a B2B technology company.

What we are looking for

We are looking for a candidate who can own the executive relationship, build and run structured rollout plans, act as a strategic advisor, and track usage metrics. The ideal candidate should have foodservice distribution experience, executive presence, consultative mindset, technical fluency, a track record of driving adoption or change management, and comfort with ambiguity.

Why work at Cut+Dry

• Competitive compensation, including performance-based bonuses.
• Remote role (US).
• Medical, dental, and vision coverage.
• Unlimited PTO.
• Results-driven culture that values ownership, impact, and balance.