Director of Performance Management

Director Of Advertiser Success

The Director of Advertiser Success 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. While this position is primarily responsible for leading the Performance Management team, the Director will also maintain a limited portfolio of strategic customer accounts to remain closely connected to the customer experience and inform coaching, operational improvements, and business strategy

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.

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

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

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

Maintain ownership of a small portfolio of strategic customer accounts to stay closely connected to the customer experience, operational workflows, and market trends.

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

7+ years of experience in Customer Success, Account Management, Client Services, or another customer-facing leadership role, with a demonstrated track record…