Customer Success Manager

About Cut+Dry

Cut+Dry is revolutionizing the $300B U.S. foodservice distribution industry. We’re transforming how distributors sell, operate, and run their businesses - not by offering software, but by driving true operational change and measurable business impact.

Our platform gives distributors and their operator customers (restaurants, hotels, caterers, healthcare, schools, etc.) a unified solution for ordering, shopping, payments, and workflow automation. We combine deep industry expertise, powerful technology, and hands-on partnership to help distributors adopt modern digital workflows that accelerate revenue, efficiency, and customer experience.

As a Customer Success Manager, you are the trusted advisor guiding distributors through this transformation. You blend relationship-building, foodservice sales acumen, change management, and data-driven storytelling to help distributors adopt Cut+Dry and unlock meaningful results.

About The Role

The Customer Success Manager owns customer adoption. You are the strategic relationship lead responsible for making sure our distributor customers actually use our platform at scale, not just buy it. You own the executive relationship, the rollout plan, and the pace at which real ordering behavior changes across their organization.

This is not a traditional account management role. You are a partner to the distributor, guiding them toward what will actually help their business and steering them away from requests that would consume development time without delivering real value. That requires someone who knows the foodservice industry well enough to tell a distributor CEO "your company does not need this" and have them trust your judgment.

This Role Blends:

• Foodservice sales + distributor operations experience

• Executive relationship management

• Consultative problem-solving

• Project orchestration and change management

• Data-driven storytelling and accountability

What You Will Do

• 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

What We Are Looking For

Must Have

• 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.

Nice To Have

• 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

This Role Is Not A Fit If

• Your instinct is to say yes to every customer request to keep them happy

• You view engineering as a service desk that fills customer orders

• You need every process fully defined before you can operate

Why Work At Cut+Dry

• Competitive compensation, including performance-based bonuses

• Remote role (US)

• Stock options

• Medical, dental, and vision coverage

• Unlimited PTO

• Results-driven culture that values ownership, impact, and balance