Customer Success Manager

About Distro

Distro is the AI Revenue Platform for sales reps in the industrial distribution industry. Our platform helps reps quote faster, close more business, and improve margins, all while delivering a superior customer experience.

We’re a well-funded, venture-backed and Y Combinator-backed (S24) startup with strong traction and growing customer demand. Our goal is to modernize a massive industry that has historically been underserved by software.

About the Role

We’re hiring a Customer Success Manager. You’ll work directly with our Head of Customer Success and the rest of our Customer Success team to ensure customers get fast, accurate, and empathetic support.

In this role, you’ll become a true expert on the Distro Platform. You’ll own the support queue, diagnose and resolve issues, and guide customers through best practices. You’ll also build playbooks, improve documentation, and surface insights that help shape our product.

This is a foundational hire: you’ll set the standard for how Distro scales customer success.

Responsibilities

• Own and manage the support queue.
• Triage, troubleshoot, and resolve issues; escalate crisply to engineering when needed.
• Develop deep expertise in the Distro Platform and guide customers to success.
• Maintain and improve our knowledge base and internal documentation.
• Identify recurring issues and feed insights to product and engineering.
• Support onboarding and training for new customers.

What We’re Looking For

• 4+ years of experience in technical support, success, or operations roles (startup experience a plus).
• Technical curiosity: comfortable digging into SaaS products, APIs, logs, or data.
• Clear, calm communicator, especially when customers are stuck or frustrated.
• Strong prioritization instincts; able to separate urgent from non-urgent quickly.
• Process-minded: improve workflows and leave things better than you found them.

Nice to Have

• Experience with ticketing systems (Zendesk, Intercom, Linear, or similar).
• Technical writing skills (guides, FAQs, troubleshooting docs).
• Familiarity with SaaS product development lifecycles.
• Scripting or automation experience (Python, Bash, SQL).

How We Work

• This is an in-person role based in Palo Alto.
• We work in-office Monday, Tuesday, Thursday, and Friday.
• Wednesdays are remote.
• We prize speed, reliability, and strong cross-functional collaboration.

Why Join

You’ll be joining Distro at a formative stage with real traction, real customers, and a massive industry to transform. As our second customer success hire, you’ll help define how we support customers and ensure Distro maintains world-class service as we scale.

If you love solving puzzles, keeping systems running smoothly, and becoming the go-to expert on a powerful platform, we’d love to hear from you.