Founding CSM

About the Company

Smartway was founded in 2012 by brothers Paul-Adrien and Christophe with a mission to transform food waste into profit. Over 13 years, we've become Europe's leading AI-powered food waste management platform. Our goal is to help food retailers maximize sales, reduce waste, and protect margins through technology and AI.

With 2,000+ stores across 12 countries and 100+ employees, we've saved 420M+ products from waste, and returned €280M in purchasing power to consumers.

We serve major retailers including Auchan, Carrefour, Leclerc, and Intermarché through our FWMS (Food Waste Management System) and FOS (Fresh Operating System) solutions.

We're a profitable, mission-driven company expanding internationally with a presence in Europe, North America, and Africa. Our team of passionate builders is guided by clear values — we are team players, humble learners, efficient doers, and courageous contributors — creating measurable impact for retailers, consumers, and the planet. No Waste For Good.

Why this role matters

As the Founding CSM Italy, you will build and own our earliest strategic customer relationships in the Italian market, acting as a trusted advisor to B-level and C-level stakeholders. You'll be responsible for proving the value of our solutions from the pilot phase onward, driving adoption, retention, and advocacy that fuel our growth in the region. Your work will directly shape how we partner with Italian retailers and inform how we scale Customer Success across the country.

What you'll do

• Lead pilot engagements end-to-end with key Italian customers, demonstrating clear business value and building strong executive-level trust.
• Drive deep, ongoing engagement with users in-store and with C-level stakeholders, spending meaningful time on-site to understand needs and influence strategic decisions.
• Partner with B-level and C-level executives to design and execute success plans that improve Net Revenue Retention and expand our footprint.
• Develop and refine playbooks for onboarding, adoption, and value realization that increase Customer Satisfaction (NPS/CSAT) and reduce churn.
• Collaborate with internal teams to surface customer insights from in-store visits and executive meetings, ensuring product and operations align with customer outcomes.
• Champion customer advocacy by identifying and nurturing reference customers, case studies, and executive sponsors in the Italian market.
• Monitor and analyze key account health metrics, proactively addressing risks and opportunities to protect and grow revenue.
• Iterate on the pilot-to-scale journey, continuously improving how we demonstrate value, build relationships, and standardize best practices for future customers.

Success Metrics

• High Net Revenue Retention across your Italian customer portfolio.
• Strong Customer Satisfaction (NPS or CSAT) scores from both end users and executives.
• Increased customer advocacy, including references, testimonials, and participation in success stories.
• Significant, regular time spent with users in-store and with C-level stakeholders, leading to measurable improvements in adoption and value realization.

What we're looking for

Essential:

• Experience in Customer Success, Account Management, or a similar client-facing role, ideally working with senior executives.
• Proven track record of managing strategic relationships with B-level and C-level stakeholders and acting as a trusted advisor.
• Strong ability to run pilots or proof-of-concept projects and translate them into long-term, value-driven partnerships.
• Excellent communication, presentation, and negotiation skills, with the confidence to engage at executive level.
• Analytical mindset with experience using data and KPIs (NRR, NPS/CSAT, advocacy) to drive decisions and demonstrate impact.
• High degree of autonomy, ownership, and adaptability as a founding team member in a new market.

Preferred:

• Background in RetailTech, SaaS, or working closely with in-store operational teams.
• Experience building or scaling Customer Success processes in a fast-growing or startup environment.

Contratto di lavoro: Tempo pieno

Retribuzione: €40.000,00 - €50.000,00 all'anno

Benefit:

• Auto aziendale
• Computer aziendale
• Lavoro da casa