Director Customer Growth (all gender)
Job description
Director Customer Growth at Nelly Solutions, leading a team of 8–10 Key Account Managers to drive net revenue retention and expansion across the existing customer base, reporting to the VP Customer Success. The role transforms a service-oriented team into a commercial growth unit and designs a scalable tech-touch model for smaller practices.
At a glance
- Employment
- Full-time
- Work mode
- Hybrid · Berlin, Germany
- Languages
- German – C2, English – fluent
What you'll do
- Own net revenue retention (NRR) across the customer base, from activation after onboarding to expansion and retention, and the forecast to leadership
- Shorten the time it takes newly onboarded practices to reach their full Private Factoring volume and AI usage
- Manage the largest chains proactively so risk is spotted early and churn does not concentrate in a few accounts
- Carry the upsell and cross-sell targets across the portfolio (factoring, payments, software)
- Design the funnel, pipeline stages, playbooks, tooling and enablement
- Coach through 1:1s, call and deal reviews, and coach a team moving from service to commercial ownership
- Lead large deals with practice chains, negotiating eye-to-eye with managing directors and owners
- Use AI and automation to surface upsell signals from usage and billing data and free up the team's time for customer conversations
- Partner closely with Product (prioritization based on customer potential), Finance (pricing, packaging) and Marketing (nurture, bottom-up signals)
- Design a tech-touch model for 2,000+ smaller practices and build the team to run it
What we're looking for
- 8+ years of experience in B2B Account Management or similar, with demonstrable commercial growth of an existing customer portfolio
- 3+ years leading a commercial team with its own targets, ideally with 8 or more direct reports
- Built or rebuilt a Customer Success or Account Management organization, including segmentation, funnel stages, playbooks and forecast logic
- Led and closed complex deals with managing directors or business owners
- Delivered in an environment where processes, data and tooling were still incomplete
- German C2 and fluent English
Your team
Customer Success Team
Benefits
- A learning budget
- 4 weeks of workation
- Hybrid working
- Deutschlandticket
- Urban Sports M Membership
How to get hired
- 1Intro call with your TA Partner, online (30 min)
- 2Conversation with our VP Customer Success, online (60 min)
- 3Case study, on site (90 min)
- 4Conversation with our founders (30 min, online)
- 5References and offer
Apply
About Nelly Solutions
The AI-Driven Financial Operating System for European healthcare
Nelly combines what banks and practice software offer separately: factoring, payments and software in one platform. Its all-in-one platform transforms chaotic administrative processes into intelligent, automated workflows, from patient care to billing to next-generation payments.
Mission
Building the AI-Driven Financial Operating System for European healthcare, taking admin, billing and payments off practices' plates so they can focus on patients.
Key facts
- Healthcare financial technology
- Series B funding of over €50 million from world-class investors
- Combines factoring, payments and software in one platform
- Believes in talent density
- AI is an essential part of how we work
What they value
- Talent density
- Move fast
- Trust and ownership
- Speak up, even when it's uncomfortable
- Invest heavily in development