Director of Performance Management

Job Description

Job Description

Description:

Here’s why we need your help

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. 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.

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 
• 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

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

Travel Expectations

Quarterly for company gatherings, customer visits and industry conferences 

Physical Requirements

• Sit down and operate a computer for extended periods of time
• Able to work in an open office environment

Compensation

The base salary range for this position is $125,000–$140,000, plus eligible benefits. Compensation may be adjusted based on tenure and experience. This position is also eligible for an annual on-target commission of $20,000 based on performance. 

For employees residing in Dane County, total annual compensation at target—including base salary, on-target commission, and the housing stipend—is approximately $153,823–$168,823 annually.

Dane County Housing Stipend

We strongly value in-person work and collaboration, so for full-time employees residing in Dane County, we offer a housing stipend of $735.26/month in addition to your salary ($8,823.12/yr; half of the Fair Market Value of a 2BR apartment in Madison according to rentdata.org ). 

Equity Options

In addition to your cash compensation, you will receive options to buy stock in Recovery.com at a set strike price. These options will vest on a four-year schedule and present an exciting opportunity to benefit from the upside of our company’s growth. 

Quarterly Bonus

An additional 10% of base earnings is paid out quarterly when the company meets its revenue target. 

Benefits and Perks

This role is eligible for the following benefits and perks:

• Medical, Dental, and Vision Insurance (100% of premiums paid for employees, 50% of premiums paid for dependents)
• Short- and long-term disability and basic life insurance
• 401K (100% company match up to 3% and 50% on the next 2%)
• Paid time off, paid holidays, and leaves of absence
• Education Assistance (for educational coursework directly related to your role)
• Flexible hybrid and work-from-home policy

About Recovery.com

Each year, 90% of people who need addiction treatment don’t receive it. One of the major reasons is the difficulty in finding a treatment provider, and as people increasingly turn to the internet over family, friends, or medical professionals to find care, Recovery.com is making a difference in thousands of people’s lives by providing a comprehensive, user-friendly resource for finding addiction and mental health treatment.

Launched in 2017, Recovery.com is a late-stage startup based in Madison, WI, on a mission to be the the most trusted online resource for connecting patients and mental health providers. We are rapidly growing and profitable, and looking to aggressively capture the market opportunity as we scale to $100M ARR over the next 4 years.

Our core values aren’t just words to us! They define who we are and how we work. People who are successful at Recovery.com:

• Regularly show compassion and empathy for advertisers , patients, and fellow colleagues
• Display vulnerability by demonstrating authenticity with themselves and encouraging it in others
• Strive for growth and humbly seek to improve in all aspects of work
• Demonstrate joy and a positive attitude in every interaction, from office conversations to solving difficult problems
• Exhibit accountability by not only fulfilling their own responsibilities, but helping others in their work as well
• Embrace creativity by testing the norms and being open to new ideas

Equal Opportunity Statement

Recovery.com is an equal opportunity employer committed to diversity and creating an inclusive environment for all our employees. We welcome applicants regardless of ethnic origin, national origin, veteran status, gender identity, race, religious beliefs, disability, sexual orientation, age, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce.

Requirements: