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 gr