Commercial Manager, Customer Success (M/F/D)

Why you should join:
You will lead a global team of Customer Success Managers responsible for sustaining business retention, proactive customer engagement, customer loyalty, and growth of the existing customer base. The role executes customer success and commercial engagement plans for VIP, key strategic, and regional customer portfolios, builds and maintains relationships with existing customers, and partners cross-functionally to improve EETC, protect revenue, retain critical accounts, and make TE easier to do business with.

You will be accountable for day-to-day people leadership, customer coverage discipline, escalation governance, business review execution, and alignment between customer requirements and internal teams across Sales, Customer Care, Product Management, Supply Chain, Operations, Quality, and Engineering.

Your main tasks:

• Lead and develop a global Customer Success team, setting clear ownership, engagement standards, and performance expectations.
• Drive customer retention, loyalty, and revenue protection across VIP, strategic, and regional customer portfolios.
• Identify and mitigate customer risks, competitive threats, service gaps, and retention concerns while uncovering growth opportunities.
• Partner with Sales, Account Management, Product Management, and other functions to expand share of wallet and support business growth.
• Oversee VIP and regional account coverage, ensuring strong stakeholder relationships, proactive communication, and consistent customer success practices.
• Manage customer escalations, recovery plans, and supply-related risks, ensuring accountability, timely resolution, and business continuity.
• Lead customer business reviews, forecasting, and account planning processes, leveraging Salesforce, SAP, Power BI, and customer insights.
• Implement governance, KPIs, and continuous improvement initiatives to enhance customer experience, operational efficiency, and commercial performance.

Your ideal background:

• Bachelor’s degree in an appropriate field with 10 or more years of related experience
• Progressive people leadership experience preferred, with demonstrated ability to lead experienced professionals in a global or matrixed environment.
• Frontline account management, customer success, customer service, commercial operations, or sales leadership experience required.
• Experience supporting Medical Device OEM customers is preferred.
• Strong experience with Salesforce, SAP, Power BI, Microsoft Office, and relevant SFA tools preferred.