Partner Success Specialist

Role Overview

Partner Success Specialist at Ziina, based remotely or at the company location. Own white-glove engagement for Ziina's highest-value merchants by building context quickly, navigating complexity, resolving escalations with confidence, and feeding product signals back to shape the company's roadmap.

Company Overview

Ziina operates on a model of AI-assisted but human-led engagement. This role is critical to maintaining trust and continuity while growing Partner Success operations and scaling relationship-led customer experience for VIP merchants.

Role Purpose

Scale an established playbook while thriving in unscripted areas: edge cases, ambiguity, and high expectations. Balance hands-on support with scalable systems to drive merchant growth and retention.

Key Responsibilities

Portfolio & Account Management

• Own a portfolio of VIP merchant relationships, delivering white-glove support with speed, clarity and care.
• Lead complex problem-solving and escalations, managing sensitive cases end-to-end.
• Track merchant health and performance using the analytics stack (Metabase) to identify high-impact growth opportunities.

Product Adoption & Engagement

• Drive product adoption and re-engagement across your portfolio.
• 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.

Operations & Automation

• Identify and implement automation improvements across the user journey to nurture and grow the segment.
• Turn repeatable workflows into reliable playbooks, templates, and AI-enabled operations.
• Know when to automate and when to stay hands-on, balancing high-touch support with scalable systems.

Product Insights & Cross-Functional Partnership

• Turn customer feedback into actionable product insights, owning your contribution to Ziina's product-led growth and showing measurable impact on what the company builds.
• Partner cross-functionally with Product, Risk, Ops, and Engineering to unblock merchants and improve outcomes.

Culture & Excellence

• Raise the bar on Partner Success by contributing to a high-performance culture rooted in excellence, ownership, and customer care.

Qualifications & Experience

• 4+ years in Customer Success; Account Management experience can count, but a pure Customer Success background is preferred.
• Experience in a fast-paced PLG tech, fintech, or B2B SaaS environment.
• Track record managing high-value, complex accounts through sensitivity and escalations, or managing a broad portfolio in a product-led environment; a mix of both is ideal.
• Owned and moved hard CS metrics including revenue retention, revenue growth, and churn reduction.
• Understanding of why partner success is a growth lever.
• Data-fluent with understanding of core Partner Success metrics, with demonstrated ability to move them and use data to prioritize high-impact work, spot risks, and improve retention.
• Excellent English communication skills, spoken and written.

Skills & Competencies

• Customer-first mindset combined with commercial awareness.
• Naturally build structure around you: OKRs, workflows, automations, and measurable outcomes.
• Bias for action and first-principles thinking — 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.

Additional Information

Nice-to-Have Qualifications

• Experience owning key customer success KPIs, with concrete examples of measurable impact in improving those metrics.
• Experience in scaled or digital customer success, with a strong understanding of when to use automated journeys versus high-touch customer engagement.
• Demonstrated ability to turn voice-of-customer insights into actionable changes that shaped the product roadmap.
• Experience experimenting with and using AI tools, with a point of view on how AI tools should and shouldn't be used in customer-facing workflows.
• Arabic, spoken and written, for supporting some of the merchants.