Partner Success Specialist

Job description

## The Role Ziina is hiring a Partner Success Specialist to scale our relationship-led business customers experience. You'll own white-glove engagement for our highest-value (VIP) merchants - building context fast, navigating complexity, resolving escalations with confidence, and feeding high-quality signals back to product to shape what we build next. We already have a strong playbook - this is a role for someone who can help scale it to the next level, while thriving in the parts that can't be scripted: edge cases, ambiguity, and high expectations. Our operating model is AI-assisted but human-led. This hire is critical to scaling Partner Success without losing the trust, continuity and care that define the experience today. We're looking for someone with a track record in customer success, relationship management, an automation-curious mindset, and data-driven execution in a product-led environment - someone with the drive, curiosity, and first-principles thinking to grow as Ziina scales. ## As a Partner Success Specialist at Ziina, you will: - 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 - Drive product adoption and re-engagement across your portfolio - 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 - 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 - Turn customer feedback into actionable product insights — owning your contribution to Ziina's product-led growth and showing measurable impact on what we build - Use our analytics stack (Metabase) to track merchant health and performance, and to identify high-impact growth opportunities - Partner cross-functionally with Product, Risk, Ops, and Engineering to unblock merchants and improve outcomes - Raise the bar on Partner Success by contributing to a high-performance culture rooted in excellence, ownership, and customer care ## To succeed in this role, you likely: - 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