We are looking for an Director Customer Growth (all gender) to join our Customer Success Team at our office in Berlin. Join us in building the AI-driven financial operating system for European healthcare!
What to expect in the role as Director Customer Growth: As Director Customer Growth, you own growth across our existing customer base. You lead a team of 8–10 Key Account Managers, report to our VP Customer Success and work closely with our executive leadership team.
The role has two phases. First, transformation: you turn a team with a strong service identity into a commercial growth unit with its own pipeline, reliable forecasting and measurable expansion numbers. Then, scale: you design a scalable tech-touch model for our 2,000+ smaller practices.
You are not only a manager but also hands-on in deals: with large practice chains, you lead the conversations at C-level.
About Nelly
We are building the AI-Driven Financial Operating System for European healthcare, taking admin, billing and payments off practices plates so they can focus on patients. We combine what banks and practice software offer separately: factoring, payments and software in one platform. Our all-in-one platform transforms chaotic administrative processes into intelligent, automated workflows, from patient care to billing to next-generation payments. Because we truly believe: healthcare should be less about paperwork and more about people.
Why? Because Europe is facing a massive shortage of medical professionals. And if we don't rethink the way practices work, the system won't be able to keep up. With our Series B funding of over €50 million from world-class investors, we are turning our vision into reality.
What sets us apart: We hire exceptional people and hold each other to the highest standards. We believe in talent density, because exceptional people make everyone around them better. At Nelly, we move fast and expect everyone to keep up. We invest heavily in your development: a learning budget, regular feedback and room to take on more. AI is an essential part of how we work at Nelly. We expect you to use it every day and give you everything you need to do so. You get trust and ownership and we expect you to speak up, even when it's uncomfortable.
Joining us, you will:
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Own net revenue retention: You own NRR across our customer base, from activation after onboarding to expansion and retention; and the forecast to leadership.
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Activate new practices: You shorten the time it takes newly onboarded practices to reach their full Private Factoring volume and AI usage.
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Retain and grow strategic accounts: You manage our largest chains proactively, so risk is spotted early and churn does not concentrate in a few accounts.
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Drive expansion: You carry the upsell and cross-sell targets across our portfolio (factoring, payments, software).
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Build the growth motion: You design the funnel, pipeline stages, playbooks, tooling and enablement.
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Lead and develop the team: You coach through 1:1s, call and deal reviews, and coach a team that is moving from service to commercial ownership.
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Lead large deals yourself: With practice chains, you negotiate eye-to-eye with managing directors and owners.
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Automate: You use AI and automation to surface upsell signals from usage and billing data and free up the team's time for customer conversations.
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Work cross-functionally: You partner closely with Product (prioritization based on customer potential), Finance (pricing, packaging) and Marketing (nurture, bottom-up signals).
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Prepare for scale: You design a tech-touch model for our 2,000+ smaller practices and build the team to run it.
What you'll bring:
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A track record in growing existing accounts: You have 8+ years of experience in B2B Account Management or similar and have demonstrably grown an existing customer portfolio commercially.
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Leadership experience: You have led a commercial team with its own targets for 3+ years, ideally with 8 or more direct reports.
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A playbook you built yourself: You have built or rebuilt a Customer Success or Account Management organization, including segmentation, funnel stages, playbooks and forecast logic.
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C-level deal experience: You have led and closed complex deals with managing directors or business owners.
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Scale-up experience: You have delivered in an environment where processes, data and tooling were still incomplete.
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Languages: German C2, because our customers speak German, and fluent English.
Our Interview Process:
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Intro call with your TA Partner, online (30 min)
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Conversation with our VP Customer Success, online (60 min)
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Case study, on site (90 min)
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Conversation with our founders (30 min, online)
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References and offer.
What we offer:
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A real mandate to shape: You don't inherit a finished CS team: you build a revenue-focused growth function and define how Support, Key Account and Growth work together.
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Trust and ownership: You own a clear target (NRR), a team and a budget, and decide how to get there.
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The best team wins: You work with people who hold themselves to high standards, with a direct line to leadership.
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Benefits: a learning budget, 4 weeks of workation and hybrid working, plus the Deutschlandticket and an Urban Sports M Membership
We welcome applications from people of all genders and backgrounds, regardless of origin or age. If you're convinced you're the right fit for this role - even if your CV doesn't match the requirements 100% - tell us why.
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