Customer Success Manager, Managed Services and Support

About BRIXIO

BRIXIO is a cybersecurity and cloud services provider and a Cloudflare Authorised Service Delivery Partner , dual certified in Application Security & Performance and Cloudflare One.

We design, implement and operate Cloudflare environments for enterprise and public-sector clients across Europe, the Gulf and Asia, with operations spanning Casablanca, Paris, Luxembourg, Dubai and Singapore.

Since July 2026, BRIXIO has been part of Equans, a Bouygues group company , combining our specialist Cloudflare expertise with the scale and reach of a major international organisation.

The Role

As BRIXIO continues to grow, we are looking for a Customer Success & Renewals Manager to take ownership of the commercial health and long-term development of our managed service and support portfolio.

This is not a technical support or project management position.

Your focus begins where implementation projects transition into long-term client relationships. You will own renewals, retention, account health and the conversion of completed projects into ongoing support and managed services .

You will develop a clear understanding of every account in your portfolio: the value being delivered, the health of the relationship, upcoming renewals, potential risks and opportunities for further development.

This is a newly created role with genuine ownership. You will have the opportunity to build the processes, governance and structure behind BRIXIO's customer success and renewal function.

What You Will Own

Renewals & Retention

• Own the consolidated renewal calendar across Cloudflare subscriptions and BRIXIO service contracts.
• Lead renewal planning and client conversations early enough to enable proactive decision-making.
• Use subscription renewals as an opportunity to review usage, entitlement, service requirements and potential managed-service needs.
• Maintain accurate renewal forecasts across the portfolio.
• Build and maintain an account-health view using service performance, ticket trends, incidents, consumption and stakeholder engagement.
• Identify accounts at risk and coordinate recovery plans with the relevant operational teams.
• Review lost renewals and ensure relevant insights are captured and acted upon.

Project-to-Service Conversion

• Own the conversion of completed Cloudflare implementation projects into ongoing support and managed-service relationships.
• Work with Delivery Managers at project closure and hypercare exit to identify and progress conversion opportunities.
• Maintain a structured pipeline of conversion opportunities, with clear status and next actions.
• Develop commercial proposals in collaboration with the Sales Director and operations teams.
• Actively manage prepaid and on-demand professional services contracts to support utilisation, client value and future renewal.

Client Governance & Account Health

• Prepare and lead Quarterly Business Reviews for major accounts, covering value delivered, service performance, roadmap, risks and

next steps

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• Establish an appropriate governance rhythm for mid-sized and smaller accounts.
• Maintain a portfolio dashboard providing clear visibility of account health, renewal status, risks and conversion performance.
• Maintain appropriate account segmentation and adjust it as client relationships grow or evolve.

Account Growth

• Identify expansion opportunities based on genuine client needs and signals such as traffic growth, new applications, evolving security requirements, additional business units or service consumption.
• Qualify opportunities and work with the sales team to progress them, while directly managing smaller opportunities where appropriate.
• Keep clients informed of relevant Cloudflare capabilities in a consultative and credible way.

Commercial Operations & Collaboration

• Work across BRIXIO's international organisation, collaborating with operations and support, sales, architecture, pre-sales and finance teams.
• Maintain accurate account, renewal and pipeline information within Zoho CRM and BrixioOne .
• Establish scalable processes and ways of working for a newly created function.
• Bring structure and visibility to the portfolio as BRIXIO continues to grow.

Your First 90 Days

Your initial priorities will be clearly defined:

• Portfolio baseline: establish the position of every managed service and support contract, including value, renewal date, account health, stakeholders and risk.
• Renewal calendar: create a consolidated 12-month view of Cloudflare subscription and BRIXIO service renewals.
• Conversion pipeline: review recently completed and closing implementation projects and build a qualified project-to-service conversion pipeline.
• Service consumption: take ownership of prepaid and on-demand service contracts and improve utilisation.
• Governance: establish the Quarterly Business Review cycle and reporting structure for major accounts.

Requirements

• What We're Looking For
• 4+ years of experience in Customer Success, Account Management, Service Delivery Management or a comparable client-facing commercial role within technology services.
• Demonstrable experience owning renewals and retention , ideally with measurable commercial outcomes.
• Experience within an MSP, managed security provider, systems integrator, consultancy or SaaS environment involving recurring revenue.
• Confidence working with contracts, pricing, service entitlements and SLAs.
• Experience with vendor subscriptions or licence renewals within a reseller or indirect model would be a strong advantage.
• Experience creating or developing a customer-success, renewal or account-management function would also be highly valued.
• Technical Understanding
• You do not need to be an engineer, but you should be comfortable having credible conversations with security and infrastructure stakeholders.
• Ideally, you will have:
• A working understanding of DNS, CDN, WAF, DDoS mitigation and Zero Trust , or the ability to develop this knowledge quickly.
• The ability to interpret service reports and analytics and translate them into meaningful client conversations.
• Confidence working alongside technical delivery, operations and architecture teams.
• Cloudflare product training, access to Cloudflare University and funded certification will be provided.
• Languages
• Full professional fluency in French and English is essential , both written and spoken.

You will work with French-speaking European accounts as well as enterprise and public-sector clients across the Gulf, including leading governance conversations and preparing client-facing material in both languages.

• Arabic is a significant advantage for the Gulf portfolio.
• What Will Help You Succeed
• You are likely to thrive in this role if you are:
• Highly organised and systematic, with the ability to maintain visibility across a significant portfolio of accounts.
• Commercially confident and comfortable discussing renewals, pricing and scope with clients.
• Credible with both client-side technical stakeholders and internal operations teams.
• Able to identify account risk proactively rather than waiting for a client to escalate.
• Self-directed and comfortable building structure where no established playbook currently exists.
• What Success Looks Like
• Success in this role will be measured through tangible commercial and customer outcomes, including:
• Strong net revenue retention across the managed service and support portfolio.
• Increased conversion of completed implementation projects into ongoing services.
• Renewals managed proactively, with clear forecasting and no avoidable lapses.
• Better utilisation of prepaid and on-demand service entitlements.
• Effective governance and business-review cycles across key accounts.
• Clear, accurate and up-to-date visibility of portfolio health, risk and opportunity.

Why Brixio?

• Join one of a select number of Cloudflare Authorised Service Delivery Partners , working closely with Cloudflare engineering and support teams.
• Be part of Equans and the Bouygues group , combining specialist expertise with the stability and opportunities of a major international organisation.
• Work with substantial enterprise and public-sector clients across Europe and the Gulf.
• Build and shape a function from the ground up rather than simply inheriting an established process.
• Develop towards broader account leadership, scaled customer success or opportunities within the wider Equans commercial organisation.