Director of Advertiser Success
$125,000–$140,000 year
HybridMadison, Wisconsin, United States
Job Summary
Lead a high-performing team of Performance Managers, Coordinators, and Copywriters by conducting regular one-on-one meetings, performance reviews, and goal setting to foster a collaborative, accountable culture. Serve as the internal subject matter expert on digital advertising and media buying, coaching staff to optimize customer campaigns, diagnose conversion drop-offs, and demonstrate measurable ROI for treatment center partners. Monitor and evaluate team performance metrics while optimizing workflows, improving processes, and building operational SOPs to ensure consistent customer experiences. Partner cross-functionally with Revenue Operations, Product, Data, Sales, Billing, and Marketing to resolve escalations, remove bottlenecks, and gather insights for strategic initiatives. Execute customer retention and expansion initiatives by ensuring adoption of best practices and playbooks.
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.
- This role is required to be in office 2-3 days a week, with flexibility to work from home occasionally.
- Sit down and operate a computer for extended periods of time.
- Able to work in an open office environment
Desired Qualifications
- 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
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