Director, Mid-Market Customer Success and Partner Operations – EMEA

Quarterlane is hiring an exceptional Director, Mid-Market Customer Success and Partner Operations to build and scale our mid-market success practice across EMEA. This is a highly visible, cross-functional leadership role focused on net revenue retention, faster value realisation, and the everyday quality of the service our mid-market accounts receive.

You will lead a team of high-performing Customer Success Managers who own the post-sales relationship with our largest mid-market accounts. The role includes four direct reports and oversight of the regional leads for the UK & Ireland, the Nordics, France and the German-speaking markets.

You will report to the VP of Customer Experience and partner closely with Sales, Product and Support to turn renewal risk into expansion. We expect you in the Lisbon studio two days a week; the rest of the team is spread across seven countries.

What you’ll own

• Net revenue retention for a book of roughly 340 mid-market accounts.
• Hiring, coaching and career paths for a team of 14 across four countries.
• The onboarding motion — today a 62-day median, and we want it under 40.
• Quarterly partner reviews with our implementation and reseller network.
• A shared escalation model with Support, measured on time-to-resolution.

What we look for

• Seven or more years in customer success, at least three leading leaders.
• A track record of moving retention numbers, not just reporting on them.
• Comfort operating across languages, time zones and partner contracts.
• Fluent English; a second European language is a genuine advantage.

How we hire

• A 30-minute call with the hiring manager, usually within a week.
• A working session on a real retention problem — no take-home essay.
• Conversations with two CSMs and one partner-side counterpart.
• A final chat with the VP of Customer Experience, then an offer.