Customer Success & Renewals Manager – Managed Services

About the role

BRIXIO is seeking a Customer Success & Renewals Manager to own the commercial health and long‑term development of its managed services and support portfolio. The role bridges project delivery and ongoing client relationships, focusing on renewals, retention and conversion of completed implementations into managed services.

Key responsibilities

• Own the consolidated renewal calendar for Cloudflare subscriptions and BRIXIO service contracts, lead renewal planning and client conversations.
• Maintain accurate renewal forecasts and build an account‑health view using service performance, ticket trends and stakeholder engagement.
• Identify at‑risk accounts, coordinate recovery plans and capture insights from lost renewals.
• Convert completed Cloudflare implementation projects into ongoing support and managed‑service relationships, developing commercial proposals with the Sales Director.
• Prepare and lead Quarterly Business Reviews for major accounts and establish governance rhythms for smaller accounts.
• Collaborate across operations, sales, architecture, pre‑sales and finance teams, ensuring data accuracy in Zoho CRM and BrixioOne.

Required profile

• 4+ years experience in Customer Success, Account Management or Service Delivery within technology services.
• Proven track record owning renewals and retention with measurable commercial outcomes.
• Experience in an MSP, managed security provider, systems integrator or SaaS environment with recurring revenue.
• Full professional fluency in French and English; Arabic is a strong advantage.

Required skills

• Working knowledge of DNS, CDN, WAF, DDoS mitigation and Zero Trust concepts.
• Ability to interpret service reports and analytics for client conversations.
• Familiarity with the Cloudflare platform (training and certification provided).