Director of Performance Ops & Customer Success

Recovery; Madison, Northern (WI, KY); Hybrid; USD 125,000 - 140,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Disability and life insurance

401K with company match

Paid time off and holidays

Education assistance

Flexible hybrid/work-from-home policy

Job summary

Recovery.com in Madison, WI is seeking a Director of Performance Management to lead the day-to-day operations of the Performance Management organization, ensuring 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.

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.

Responsibilities

• 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.

Skills

Customer Success

Operational leadership

Analytical skills

Data dashboards

Digital advertising knowledge

Tools

Excel

BI platforms

Job description

Recovery.com in Madison, WI is seeking a Director of Performance Management to lead the day-to-day operations of the Performance Management organization, ensuring 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.