Customer Success Manager – Managed Services, Support

This is a fully remote position, open to applicants in Morocco, +2 more countries.

📋 Description

• Take ownership of the united renewal calendar for Cloudflare subscriptions and BRIXIO service agreements.

• Drive proactive renewal strategies and engage in discussions with clients.

• Assess usage, entitlements, service requirements, and managed service needs during subscription renewals.

• Keep renewal forecasts and account health assessments up to date.

• Identify accounts at risk and coordinate recovery strategies.

• Analyze lost renewals to gain actionable insights.

• Transition completed Cloudflare implementation projects into ongoing support and managed service partnerships.

• Collaborate with Delivery Managers at project completion and hypercare exit to advance conversion opportunities.

• Maintain a well-structured conversion pipeline with current statuses and next steps.

• Create commercial proposals in partnership with the Sales Director and operations teams.

• Oversee prepaid and on-demand professional services contracts to enhance utilization, client value, and future renewals.

• Prepare and facilitate Quarterly Business Reviews for major accounts.

• Establish governance rhythms for mid-sized and smaller accounts.

• Keep portfolio dashboards updated, reflecting account health, renewal status, risks, and conversion performance.

• Segment accounts and modify segmentation as relationships develop.

• Identify and assess account expansion opportunities based on client requirements and usage indicators.

• Work with sales to advance opportunities and directly manage smaller opportunities when appropriate.

• Keep clients updated on relevant Cloudflare capabilities.

• Collaborate across operations, support, sales, architecture, pre-sales, and finance teams.

• Maintain account, renewal, and pipeline details in Zoho CRM and BrixioOne.

• Establish scalable processes and workflows for the newly formed function.

• Set the portfolio baseline, 12-month renewal calendar, conversion pipeline, service consumption ownership, and QBR reporting framework within the first 90 days.

⛳️ Requirements

• Minimum of 4 years of experience in Customer Success, Account Management, Service Delivery Management, or a similar client-facing commercial role in technology services.

• Proven experience managing renewals and retention, preferably with measurable commercial outcomes.

• Background in an MSP, managed security provider, systems integrator, consultancy, or SaaS environment with recurring revenue.

• Comfortable dealing with contracts, pricing, service entitlements, and SLAs.

• Experience with vendor subscriptions or license renewals in a reseller or indirect model is a plus.

• Experience in creating or enhancing a customer success, renewal, or account management function is highly regarded.

• Basic understanding of DNS, CDN, WAF, DDoS mitigation, and Zero Trust, or the ability to acquire this knowledge quickly.

• Capability to interpret service reports and analytics and convert them into significant client discussions.

• Confidence in collaborating with technical delivery, operations, and architecture teams.

• Full professional proficiency in French and English, both written and spoken, is essential.

• Proficiency in Arabic is considered a significant advantage.

• Highly organized and methodical, with the ability to maintain oversight of a large portfolio of accounts.

• Commercial confidence in discussing renewals, pricing, and scope with clients.

• Earn credibility with client-side technical stakeholders and internal operations teams.

• Ability to proactively identify account risks.

• Self-motivated and comfortable creating structure where no established playbook exists.

🏝️ Benefits

• Comprehensive training on Cloudflare products.

• Access to Cloudflare University.

• Funded certification opportunities.

• Chance to collaborate closely with Cloudflare engineering and support teams.

• Stability and prospects within Equans and the Bouygues group.

• Opportunity to develop and shape a customer success and renewal function.

• Potential for growth toward broader account leadership, scaled customer success, or opportunities within the wider Equans commercial organization.