🚀 Why join us?

Smartway is entering a bold new chapter — launching in Italy — and you’ll be the one making it happen.

As our Founding Customer Success Manager for the Italian market, you will be the driving force behind our expansion, from winning the pilot to scaling nationwide and ultimately becoming the strategic CSM for Italy.

By joining us, you will:

• Bring a mission with real social and environmental impact to a brand-new country, helping major retailers reduce food waste at scale

• Be the first CSM on the ground, shaping the market launch

• Take on a unique hybrid role, blending market opening, relationship building, hands-on field work, operational excellence, and long-term strategic account management

• Thrive in an ambitious, international team that values entrepreneurship, ownership, trust, and action

This role is a rare opportunity to create, build, and scale a market from scratch and to have a direct, visible impact on Smartway’s growth and the future of food waste reduction.

🎯 Your mission

As the Founding Customer Success Manager for Italy, you will play a decisive role in Smartway’s expansion by driving our success across 3 key phases.

This is a highly entrepreneurial position, blending field immersion, relationship-building, operational execution, and long-term strategic account leadership.

Your mission will evolve naturally as the market grows:

1️⃣ Pilot phase

Your role will be to create the conditions to win the pilot: you’ll become the local face of Smartway in Italy, based in Milan, spending 60-70% of time in stores and working closely with retailer HQ teams.

2️⃣ Deployment phase

If the pilot succeeds, you will drive the full operational rollout across all stores. In this phase, your focus will be on rapid adoption, consistent execution, and building scalable processes, with a strong and ongoing on-site presence.

3️⃣ Strategic account management

Once the deployment is complete, your role will evolve into Senior CSM, owning the long-term success of Italian key accounts, driving ROI, and shaping Smartway’s Customer Success strategy for the market.

Agency contract (portage salarial)

✊ Your responsibilities

1️⃣ Pilot phase: Demonstrate value, build trust and the relationship

• Spend 60-70% of time in stores, building strong relationships with operational teams and supporting day-to-day adoption

• Engage regularly with stakeholders from store managers to HQ directors and C-level executives

• Capture and synthesize field insights, creating a fast and structured feedback loop with internal teams (Onboarding, Product, Ops)

• Quickly identify blockers, adapt approaches, and help iterate toward measurable value

• Support change management: educate teams, address detractors constructively, and foster buy-in at all levels

2️⃣ Deployment phase: Scale the solution across all stores

• Lead the operational end-to-end deployment of Smartway across all stores

• Drive wide-scale adoption, ensuring the solution becomes part of store routines

• Be highly present on-site to drive adoption, coach teams, remove friction, and ensure consistent usage

• Build a strong alignment between store operations, regional management, HQ, and Smartway’s internal teams

• Transform field learnings into repeatable processes, rituals, and best practices for the Italian market

3️⃣ Strategic account management: Become the senior CSM for Italy

• Lead strategic relationships with B-level and C-level stakeholders, acting as their trusted advisor

• Drive retention, ROI, and measurable business impact across your accounts

• Identify and develop upsell and expansion opportunities in close collaboration with Sales

• Serve as the voice of the Italian market internally, bringing structured insights to Product, Data, and Operations

• Contribute to shaping Smartway’s CS strategy in Italy: processes, rituals, reporting, scaling models

During all phases, you’ll be accountable for the level of satisfaction of the customer: spot weak signals and escalate frictions, conduct satisfaction survey

You are a perfect fit if you…

• Are based in Milan and willing to travel across Italy

• Have at least 5 years experience in Customer Success, Account Management, Consulting, Retail Operations, or similar client-facing roles

• Love being on the field, spending time in stores (60-70% during phase 1 & 2, 40-50% phase 3), observing operations, building trust, and solving problems directly with teams

• Are entrepreneurial and highly autonomous: you’re hands-on, energized by launching, testing, iterating, and building from scratch

• Have ability to create strong relationship and act as a trusted advisor with stakeholders and confidently navigate conversations with store teams, regional managers, and A/B/C-level executives

• Excel in change management, with the ability to educate, onboard, reassure, and convert detractors into advocates

• Are comfortable creating a fast feedback loop, turning field insights into actionable improvements for Product, Ops, and Onboarding

• Think in “system mode”: you naturally transform learnings into repeatable processes and scalable approaches

• Are comfortable working closely with cross-functional teams across countries

• Are fluent in Italian and English

Bonus points if you have…

• Experience in grocery retail or store operations

• Experience launching a new market or managing pilots/POCs for tech SaaS solution

• 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’