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. - 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.

Own renewals & retention across Cloudflare subscriptions and BRIXIO service contracts. Lead renewal planning and client conversations early to enable proactive decision-making. Review usage, entitlement, service requirements and potential managed-service needs during renewals. Maintain accurate renewal forecasts and develop an account-health view using service performance, ticket trends, incidents, consumption and stakeholder engagement. Identify accounts at risk and coordinate recovery plans with operational teams. Review lost renewals for insights. Own conversion of completed Cloudflare implementation projects into ongoing support and managed-service relationships. Collaborate with Delivery Managers at project closure to identify conversion opportunities and maintain a structured pipeline with clear actions. Develop commercial proposals with Sales Director and operations teams. Manage prepaid and on-demand professional services contracts to support utilization and future renewals. Prepare and lead Quarterly Business Reviews for major accounts; establish governance for mid-sized/smaller accounts; maintain portfolio dashboard and segmentation. Identify expansion opportunities and qualify them with the sales team; manage smaller opportunities where appropriate. Collaborate across BRIXIO (operations, support, sales, architecture, pre-sales, finance) and maintain accurate account, renewal and pipeline information in CRM systems. Establish scalable processes for the new function and provide visibility to the portfolio.