Ziina - Partner Success Specialist
Requirements
• At your core, you combine: • High-stakes customer engagement with strong communication and ownership • Operational sharpness - systems, workflows, and automation that scale outcomes • As a Partner Success Specialist at Ziina, you will: • Own merchant relationships delivering white-glove support with speed, clarity and care • Lead complex problem-solving and escalations - managing sensitive cases end-to-end • Build automated workflows tied to the user journey to nurture and grow the segment • Turn repeatable workflows into reliable playbooks, templates, and AI-assisted operations • Run recurring success workflows including onboarding check-ins, feature education, adoption nudges and targeted engagement • Spot churn signals early, intervene thoughtfully, and partner with internal teams to resolve root causes • Translate customer feedback into product insights, surfacing trends and opportunities for Ziina’s voice-of-customer program • Build and maintain dashboards that track merchant health, support performance and identify high impact growth opportunities • Partner cross-functionally with Product, Risk, Ops, and Engineering to unblock merchants and improve outcomes • Support Arabic-speaking merchants with culturally fluent communication • Raise the bar on Partner Success by contributing to a high-performance culture rooted in quality, ownership, and customer care
Responsibilities
• Have 4+ years in Customer Success (Account Management can count, but a pure Customer Success background is preferred), Ideally, in a fast-paced PLG tech, fintech, or B2B SaaS environment. • Combine a customer-first mindset with commercial awareness - you've owned and moved hard CS metrics (revenue retention, revenue growth, churn reduction) and understand why partner success is a growth lever • Have a strong track record managing high-value, complex accounts through sensitivity and escalations - or managing a broad portfolio in a product-led (PLG) environment; a mix of both is ideal • Naturally build structure around you: OKRs, workflows, automations, and measurable outcomes • Are data-fluent - you understand the core Partner Success metrics, have moved them, and use data to prioritize high-impact work, spot risks, and improve retention • Have a bias for action and first-principles thinking - you move fast, learn quickly, reason from the ground up, and iterate without waiting for perfect clarity • Know when to automate and when to stay hands-on, balancing high-touch support with scalable systems • Have excellent English communication skills • What would amaze us • You have experience owning key customer success KPIs, with concrete examples of measurable impact in improving those metrics • You have experience in scaled or digital customer success, with a strong understanding of when to use automated journeys versus high-touch customer engagement. • You can show, concretely, how you turned voice-of-customer insights into actionable changes that shaped the product roadmap • You're mastering your journey with AI - you experiment with it, and you have a point of view on how AI tools should (and shouldn't) be used in customer-facing workflows • Arabic (spoken and written) is a plus for supporting some of our merchants
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