Customer Success Manager, Managed Services & Support

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. This role focuses on post‑implementation relationships, driving renewals, retention and conversion of projects into ongoing services.

Key responsibilities

• Own the consolidated renewal calendar for Cloudflare subscriptions and Brixio service contracts, lead renewal planning and client conversations.
• Build and maintain an account‑health view using service performance, ticket trends, incidents and stakeholder engagement.
• Convert completed Cloudflare implementation projects into ongoing support and managed‑service relationships, maintaining a structured pipeline of opportunities.
• Prepare and lead Quarterly Business Reviews for major accounts, establishing governance rhythms for smaller accounts.
• Identify expansion opportunities based on client needs such as traffic growth, new applications or evolving security requirements.

Required profile

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

Required skills

• Understanding of DNS, CDN, WAF, DDoS mitigation and Zero Trust concepts.
• Ability to interpret service reports and analytics for client conversations.
• Experience with Zoho CRM and BrixioOne for accurate account, renewal and pipeline tracking.
• Comfort discussing contracts, pricing, service entitlements and SLAs.