Senior Strategic Customer Success Manager – Managed Services & Support Lead – Driving Renewal Excellence, Accelerating Account Expansion, Securing Long‑Term Client Loyalty, and Championing Customer Success at brighthush

About brighthush – Pioneering Secure Innovation Across Continents

brighthush is a global cybersecurity and cloud services powerhouse that is reshaping how businesses protect, optimize, and scale their digital assets. With a presence in Casablanca, Paris, Luxembourg, Dubai, and Singapore, we serve a diverse portfolio of enterprise, public‑sector, and high‑growth startup clients across Europe, the Gulf, and Asia. Our mission is simple yet profound: technology should work for people, not the other way around. We combine deep expertise in application security, performance optimisation, and zero‑trust architectures with a relentless focus on customer outcomes, delivering world‑class solutions wherever our clients operate.

At brighthush, culture is built on collaboration, continuous learning, and a relentless pursuit of excellence. We invest heavily in our people, offering structured training, mentorship, and a clear career path that rewards innovation and results. If you thrive in a fast‑paced, global environment and want to make a tangible impact on both revenue and customer satisfaction, brighthush is the place for you.

The Opportunity: Shape the Future of Customer Success at brighthush

We are looking for a dynamic Senior Strategic Customer Success Manager to own the commercial health and long‑term development of our managed service and support portfolio. This is not a technical support or project management position; it is a strategic role that sits at the intersection of customer relationships, revenue growth, and operational excellence.

From the moment a project is handed over to our support team, you will take ownership of renewals, retention, account health, and the conversion of completed projects into ongoing managed services. You will develop a deep understanding of every account in your portfolio, assessing value delivered, relationship health, upcoming renewals, potential risks, and opportunities for further development.

This newly created role offers genuine ownership. You will build the processes, governance, and structure behind brighthush’s customer success and renewal function from the ground up, shaping the future of how we deliver value to our clients.

Key Responsibilities

Renewals & Retention

• Consolidated Renewal Calendar: Own the end‑to‑end renewal calendar across brighthush subscriptions and service contracts, ensuring no opportunity is missed.
• Proactive Renewal Planning: Lead renewal conversations early enough to enable proactive decision‑making and avoid last‑minute churn.
• Value‑Based Renewal Discussions: Use subscription renewals as an opportunity to review usage, entitlement, service requirements, and potential managed‑service needs.
• Accurate Forecasting: Maintain accurate renewal forecasts across the portfolio, feeding data into the finance and sales teams.
• Account‑Health Dashboard: Build and maintain an account‑health view using service performance, ticket trends, incidents, consumption, and stakeholder engagement.
• Risk Mitigation: Identify accounts at risk and coordinate recovery plans with the relevant operational teams.
• Lost Renewal Analysis: Review lost renewals and ensure relevant insights are captured and acted upon.

Project‑to‑Service Conversion

• Conversion Ownership: Own the conversion of completed brighthush implementation projects into ongoing support and managed‑service relationships.
• Collaboration with Delivery: Work with Delivery Managers at project closure and hyper‑care exit to identify and progress conversion opportunities.
• Structured Pipeline: Maintain a structured pipeline of conversion opportunities, with clear status and next actions.
• Commercial Proposals: Develop commercial proposals in collaboration with the Sales Director and operations teams.
• Professional Services Management: Actively manage prepaid and on‑demand professional services contracts to support utilisation, client value, and future renewal.

Client Governance & Account Health

• Quarterly Business Reviews (QBRs): Prepare and lead QBRs for major accounts, covering value delivered, service performance, roadmap, risks, and next steps.
• Governance Rhythm: Establish an appropriate governance rhythm for mid‑size and smaller accounts.
• Portfolio Dashboard: Maintain a portfolio dashboard providing clear visibility of account health, renewal status, risks, and conversion performance.
• Segmentation: Maintain appropriate account segmentation and adjust it as client relationships grow or evolve.

Account Growth

• Opportunity Identification: 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.
• Qualification & Sales Collaboration: Qualify opportunities and work with the sales team to progress them, while directly managing smaller opportunities where appropriate.
• Consultative Advocacy: Keep clients informed of relevant brighthush capabilities in a consultative and credible way.

Commercial Operations & Collaboration

• Cross‑Functional Collaboration: Work across brighthush’s international organisation, collaborating with operations and support, sales, architecture, pre‑sales, and finance teams.
• CRM Mastery: Maintain accurate account, renewal, and pipeline information within brighthush and brighthush.
• Process Design: Establish scalable processes and ways of working for a newly created function.
• Visibility & Structure: Bring structure and visibility to the portfolio as brighthush continues to grow.

Your First 90 Days

In the first three months, you will focus on establishing a solid foundation for the function:

• Portfolio Baseline: Map every managed service and support contract, including value, renewal date, account health, stakeholders, and risk.
• Renewal Calendar: Create a consolidated 12‑month view of brighthush subscription and service renewals.
• Conversion Pipeline: Review recently completed and closing implementation projects and build a qualified project‑to‑service conversion pipeline.
• Service Utilisation: Take ownership of prepaid and on‑demand service contracts and improve utilisation.
• Governance: Establish the QBR cycle and reporting structure for major accounts.

Essential Qualifications

• 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.

Preferred Qualifications

• 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.
• brighthush product training, access to brighthush University, and funded certification will be provided.

Technical Understanding

You do not need to be an engineer, but you should be comfortable having credible conversations with security and infrastructure stakeholders.

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

• 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.
• Strong analytical skills, able to translate data into actionable insights.
• Excellent communication and presentation skills in both French and English.
• Proactive mindset, with a passion for driving customer success and revenue growth.

Why Join brighthush?

At brighthush, we believe that the best work happens when people are empowered, supported, and challenged. As a Senior Strategic Customer Success Manager, you will:

• Own a high‑impact function that directly influences revenue and customer satisfaction.
• Shape processes and governance that will set the standard for the entire organisation.
• Collaborate with a global, multidisciplinary team that values diversity, inclusion, and continuous improvement.
• Benefit from a comprehensive learning and development programme, including brighthush University, industry certifications, and mentorship.
• Enjoy a competitive salary, performance‑based bonuses, and a flexible benefits package that includes health insurance, wellness programmes, and remote‑work flexibility.
• Be part of a company that is rapidly expanding its footprint across Europe, the Gulf, and Asia, offering abundant opportunities for career progression.

Compensation & Benefits

While specific figures will be discussed during the interview process, you can expect a competitive base salary aligned with market standards for senior customer success roles in the cybersecurity and cloud services sector. In addition to the base, you will receive:

• Performance‑based bonus structure tied to renewal rates, upsell revenue, and customer satisfaction metrics.
• Health and dental insurance plans for you and your dependants.
• Flexible working hours and the option to work remotely from any of our global hubs.
• Paid time off, including vacation, personal days, and public holidays in each country of operation.
• Access to brighthush University for continuous learning and professional development.
• Employee stock‑option plan, allowing you to share in the company’s long‑term success.

How to Apply

If you are a strategic thinker with a passion for customer success, renewal excellence, and account growth, we would love to hear from you. Please submit your resume and a cover letter outlining why you are the ideal fit for this role.