Customer Success Manager, Managed Services and Support

Brixio; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

BRIXIO is seeking a Customer Success & Renewals Manager to own renewals, retention and long-term health of managed services. This role focuses on converting completed projects into ongoing support and maintaining strong client relationships across Cloudflare subscriptions and BRIXIO contracts.

You will collaborate with Delivery, Sales, Finance and Operations to build scalable processes, governance and a clear renewal strategy for both enterprise and mid-sized accounts.

Qualifications

• 4+ years in Customer Success, Account Management, Service Delivery or similar commercial role in tech services.
• Experience owning renewals and retention with measurable commercial outcomes.
• Experience in MSP, managed security, SI, consultancy or SaaS with recurring revenue.

Responsibilities

• Own the renewals calendar across Cloudflare subscriptions and BRIXIO contracts.
• Lead renewal planning and proactive client conversations.
• Convert completed projects into ongoing support and managed services.
• Maintain an account-health dashboard using service performance and engagement data.
• Develop commercial proposals with Sales Director and operations teams.
• Establish governance rhythms and quarterly business reviews for key accounts.

Skills

Renewals ownership

Account health management

Cross-functional coordination

Sales collaboration

Contract & SLA literacy

Tools

Zoho CRM

BrixioOne

Job description

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.

Client Governance & Account Health

• Actively manage prepaid and on-demand professional services contracts to support utilisation, client value and future renewal.
• 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.

Commercial Operations & Collaboration

• Keep clients informed of relevant Cloudflare capabilities in a consultative and credible way.
• 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.

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 escalad.
• 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.