Director Of Performance Manager

Description:

The Director of Performance Management is responsible for leading the day-to-day operations of the Performance Management organization, ensuring our advertisers consistently receive exceptional service while driving operational excellence across retention, expansion, and customer success initiatives.
Reporting to the VP of Advertiser Success, this role translates strategic priorities into scalable processes, effective team execution, and measurable business outcomes. You'll lead a team of Performance Managers, Coordinators, and Copywriters, building the systems, workflows, and coaching practices that enable consistent customer experiences and sustainable revenue retention.
You'll work closely with Revenue Operations, Product, Data, Sales, Billing, and Marketing to optimize customer operations, improve internal processes, and ensure the team has the tools, reporting, and support needed to execute at a high level. You'll also leverage data to uncover trends, answer critical business questions, and translate complex performance metrics into clear dashboards and actionable insights that drive decision-making across the organization. Success in this role comes from developing people, creating operational consistency, continuously improving how we serve our advertisers, and using data to inform strategy and demonstrate business impact.

Work Location

This role is required to be in office 2-3 days a week, with flexibility to work from home occasionally.

How you know you’re being successful

The Performance Management team consistently achieves retention and expansion goals through operational excellence and strong execution
Team members are engaged, coached, and growing in their performance while operating with clear expectations and accountability
Workflows, reporting, and customer management processes enable efficient execution, consistent customer experiences, and informed decision-making

We’ll expect you to do things like these

Lead, coach, and develop a high-performing team through regular one-on-one meetings, performance reviews, goal setting, and ongoing feedback while fostering a collaborative, accountable, and growth-oriented culture.
Serve as the internal subject matter expert on digital advertising, media buying, ad operations, and marketplace mechanics by coaching Performance Managers to optimize customer campaigns, diagnose conversion drop-offs, and demonstrate measurable ROI for treatment center partners
Monitor and evaluate team performance metrics by optimizing workflows, improve processes and achieve organizational objectives
Ensure team members are effectively integrated into the team and equipped with the tools and knowledge needed to succeed
Execute customer retention and expansion initiatives by ensuring consistent adoption of best practices, playbooks, and customer success processes
Build, document, and continuously improve operational workflows, SOPs, and team processes that create consistency across the customer lifecycle
Monitor customer health, retention, expansion, and operational performance metrics while proactively identifying risks and coaching the team toward successful outcomes
Partner cross-functionally with Revenue Operations, Product, Data, Sales, Billing, and Marketing to improve operational effectiveness and customer experience
Gather customer insights and operational feedback to inform product improvements and strategic initiatives led by the VP of Advertiser Success
Resolve customer escalations, remove operational bottlenecks, and foster a bias toward action while building strong collaborative relationships across the organization

Required Qualifications

7+ years of experience in Customer Success, Account Management, Client Services, or another customer-facing leadership role, with a demonstrated track record of improving customer retention and operational performance.
Strong operational leadership experience driving process improvement, workflow optimization, and scalable customer success operations.
Strong analytical skills with experience using customer health metrics, dashboards, and reporting to drive strategic business decisions.
5+ years of hands-on experience in digital advertising, media buying, or the ad-tech ecosystem, with a deep understanding of paid traffic, lead generation, and digital listing conversions.
Advanced data proficiency, including the ability to pull raw data (advanced Excel or BI platforms) and build predictive dashboards from scratch.
High emotional intelligence (EQ) and a collaborative, low-ego leadership style, with a demonstrated ability to enable frontline teams and partner effectively with Product, Sales Operations, and cross-functional stakeholders.

What we think will improve your chances of success

Experience scaling customer operations within a high-growth SaaS, marketplace, or digital advertising organization
Experience building training programs, playbooks, and operational processes
Experience leading and developing high-performing teams.
Recovery, behavioral health, or mental health industry experience