[Hiring] Customer Success Manager @Brixio

Role Description

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

• 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.

Qualifications

• 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.