Customer Success Manager – Managed Services, Support

• Own the consolidated renewal calendar across Cloudflare subscriptions and BRIXIO service contracts
• Lead proactive renewal planning and client conversations
• Review usage, entitlements, service requirements and managed-service needs during subscription renewals
• Maintain renewal forecasts and account-health views
• Identify at-risk accounts and coordinate recovery plans
• Review lost renewals and capture actionable insights
• Convert completed Cloudflare implementation projects into ongoing support and managed-service relationships
• Work with Delivery Managers at project closure and hypercare exit to progress conversion opportunities
• Maintain a structured conversion pipeline with statuses and next actions
• Develop commercial proposals with the Sales Director and operations teams
• 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
• Establish governance rhythms for mid-sized and smaller accounts
• Maintain portfolio dashboards covering account health, renewal status, risks and conversion performance
• Segment accounts and adjust segmentation as relationships evolve
• Identify and qualify account expansion opportunities based on client needs and usage signals
• Collaborate with sales to progress opportunities and manage smaller opportunities directly where appropriate
• Keep clients informed about relevant Cloudflare capabilities
• Collaborate across operations, support, sales, architecture, pre-sales and finance teams
• Maintain account, renewal and pipeline information in Zoho CRM and BrixioOne
• Establish scalable processes and ways of working for the newly created function
• Establish the portfolio baseline, 12-month renewal calendar, conversion pipeline, service-consumption ownership and QBR reporting structure during the first 90 days

• 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 is advantageous
• Experience creating or developing a customer-success, renewal or account-management function is highly valued
• Working understanding of DNS, CDN, WAF, DDoS mitigation and Zero Trust, or ability to develop this knowledge quickly
• Ability to interpret service reports and analytics and translate them into meaningful client conversations
• Confidence working alongside technical delivery, operations and architecture teams
• Full professional fluency in French and English, written and spoken, is essential
• Arabic is a significant advantage
• Highly organised and systematic, with ability to maintain visibility across a significant portfolio of accounts
• Commercial confidence discussing renewals, pricing and scope with clients
• Credibility with client-side technical stakeholders and internal operations teams
• Ability to identify account risk proactively
• Self-directed and comfortable building structure where no established playbook exists

• Cloudflare product training
• Access to Cloudflare University
• Funded certification
• Opportunity to work closely with Cloudflare engineering and support teams
• Stability and opportunities within Equans and the Bouygues group
• Opportunity to build and shape a customer success and renewal function
• Potential development toward broader account leadership, scaled customer success, or opportunities within the wider Equans commercial organisation