Director of BH Client Success

About the Role

We are looking for a Director of BH Client Success, a senior behavioral health operator, client trust anchor, and team leader who has lived the provider-side challenges that elev8's clients face every day.

This is a director-level role with full ownership of the client services function. You will lead the CSM team, own portfolio retention and growth, serve as elev8’s behavioral health and insurance expert in every client engagement, and build the operational systems that make the client services department run at scale. Critically, this person must be conversant in digital marketing and marketing technology - not as a practitioner, but as a strategic evaluator who can connect elev8’s SEO, paid media, and technology deliverables to census outcomes and client business goals.

Your BH background is not a nice-to-have. It is the entire point. But so is your ability to engage fluently with elev8’s digital marketing and technology services, understanding what SEO, paid search, CRM, and admissions technology can and cannot do for a treatment center, and holding those conversations with confidence alongside your operator credibility.

What You'll Do

Client Leadership & Trust

• Lead the elev8 CSM team: managing Customer Success Managers, building the systems that make client relationships predictable and scalable, and holding the team accountable to retention and growth outcomes.
• Serve as elev8's behavioral health and insurance expert: the person treatment center clients immediately trust because you speak their language and have lived their problems.
• Own BH and payer discovery on every new client onboarding: mapping census history, payer mix, admissions funnel, and insurance friction points, and translating that into strategic context the delivery team needs.

Portfolio Performance

• Maintain portfolio-wide MRR retention at 95%+ and drive Net Revenue Retention to 110%+ through expansion and deepened account engagement.
• Identify at-risk accounts early, build intervention plans within 5 business days of escalation, and return flagged accounts to healthy status within 60 days.
• Ensure 75%+ of active accounts are on track toward defined census, CPL, or CPA targets at all times.

Team Development & Standards

• Build and enforce the CSM operating system: onboarding workflows, QBR cadences, escalation frameworks, and documentation standards across ClickUp, Salesforce, and Agency Analytics.
• Develop CSM talent through structured 1:1s, documented performance expectations, and clear promotion criteria.
• Elevate the entire elev8 team's BH intelligence: build the internal knowledge base that makes every campaign, report, and client conversation more grounded in operational and payer reality.

What You Bring

• 10+ years in behavioral health: program operations, admissions leadership, BD, or founding and growing a treatment program.
• Direct leadership experience in BH settings with accountability for census-driven performance outcomes.
• Real understanding of how BH-specific marketing works and how it connects to census: you've evaluated vendors, managed marketing budgets, or built growth strategy from the operator side.
• Deep payer fluency: prior authorization, UR criteria, payer mix composition, and how reimbursement shapes a facility’s revenue model.
• Working fluency in digital marketing and marketing technology: you can engage confidently with SEO strategy, paid media performance, CRM integrations, and admissions technology. You don’t need to build the campaigns, but you understand how they work, how to evaluate them, and how to connect elev8’s deliverables to census outcomes in a client conversation.
• Strong client-facing communication skills: comfortable with treatment center CEOs, COOs, admissions directors, and clinical leadership.
• US-based. Willingness to travel for onboarding calls, QBRs, and industry events.

Why Work With elev8.io

• Mission with Meaning: Your work supports behavioral health organizations helping people recover from addiction and mental health challenges.
  
• Remote-First: US-based, fully remote with flexible structure.
• Long-Term Growth: Clear path to VP of Client Success and executive leadership as elev8 scales.
• Performance-Linked Compensation: Base salary + quarterly bonus tied directly to KPIs you control