Your mission

Reporting directly to the Head of Customer Success, the Senior Customer Success Manager will be a strategic business partner to our clients and a growth driver for Smartway.

Your role goes far beyond adoption: you will own a portfolio of strategic accounts, nurture C-level relationships, and ensure that every partnership delivers measurable business impact for our clients and sustainable growth for Smartway.

You will be accountable for demonstrating clear ROI and proactively managing churn across your portfolio.

You will also play a key role in elevating the Customer Success role, by contributing to the CSM playbook, bringing best practices, building success frameworks, suggesting new processes in order to become a true profit center.

Your responsibilities

• Develop and maintain strong executive relationships with C-level and top decision-makers across your client portfolio

• Define, implement, and follow through on Success Plans to ensure alignment with client objectives and maximize value creation

• Anticipate and mitigate risks by proactively identifying potential churn signals and building tailored action plans to ensure long-term client satisfaction and retention.

• Act as a business partner and consultant: listen, analyze, and bring structured insights from the field to both clients and internal teams (~30-40% of the time travelling)

• Drive account growth by proactively identifying upsell and renewal opportunities, in collaboration with Sales

• Lead onboarding and deployment for new clients, ensuring fast adoption and measurable early wins

• Own strategic account management: ensure retention, satisfaction, and continuous development of partnerships

• Track and communicate performance through KPIs, business reviews, and impactful reporting, with a strong focus on demonstrating ROI and measurable business impact.

• Be the client’s voice internally, working closely with Product, Data, Sales, and Operations to guarantee maximum impact

• Contribute to the structuring and improvement of Customer Success processes, tools, and methodologies

Your profile

• Proven experience (6+ years) in Customer Success, Strategic Account Management, or Consulting in a SaaS / Retail / Tech scale-up context. Experience in Grocery retail is a plus.

• A hybrid mindset: strategic thinker and pragmatic operator, with the ability to adapt to different stakeholders (from store managers to C-level) and build trusted relationships at executive level while staying hands-on in the field

• A strategic and data-driven mindset, with the ability to turn insights into impactful actions and clear recommendations

• Track record of managing strategic accounts and achieving measurable impact (retention, upsell, cross-sell, EBITDA improvement)

• Experience in project management, change management, and data-driven decision-making

• A true team player: collaborative, solution-oriented, and determined to see things through. As our eyes and ears in the field, you bring back valuable insights and opportunities from client operations

• Structured and impactful communication with storytelling skills, with the ability to influence at all levels (from store managers to C-level)

• Fluent in French and English

• Willingness to travel, with a genuine appetite for being present on the field alongside our clients (~30%-40% of the time).

Position open across France, ideally in the southeast of the country. Open to full-time remote work.

Full time position

• 1 Prequalification itw (with Talent Aquisition Manager / hiring Manager) - 30’

• 1 Technical itw (with Hiring Manager) - 60’

• 1 Study case & review (with manager + 1 other person) - 60’

• 1 Culture fit itw (with the team) - 45’

• 1 Culture fit itw (with 1 exec commitee member) - 60’