Partner Success Specialist

The Role

Ziina is hiring a Senior Partner Success Specialist to scale our relationship-led merchant experience. You’ll own white-glove engagement for our users building context fast, navigating complexity, resolving escalations with confidence, and feeding high-quality signals back to product to shape what we build next. This is a hands-on role for someone who thrives where there’s no script: 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 across relationship management, automation-first thinking, and data-driven execution in a product-led environment.

At your core, you combine:

1. High-stakes customer engagement with strong communication and ownership

2. 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

To succeed in this role, you likely:

• Have 4+ years in Customer Success or Account Management, ideally in a fast-paced tech or fintech environment

• Have a strong track record managing high-value customers through complexity, sensitivity, and escalations

• Combine a customer-first mindset with commercial awareness — you understand retention, adoption, and why partner success is a growth lever

• Naturally build structure around you: OKRs, workflows, automations, and measurable outcomes

• Are data-fluent and use dashboards and metrics to prioritize high-impact work, spot risks, and improve retention

• Have a bias for action — you move fast, learn quickly, and iterate without waiting for perfect clarity

• Know when to automate and when to stay hands-on, balancing high-touch support with scalable systems

• Are fluent in Arabic (spoken and written) with excellent English communication skills

What would amaze us

• You have experience with product-led growth motions and know how to use in-product signals to drive proactive engagement

• You've worked directly with a voice-of-customer or product feedback program and can show how your insights shaped roadmap decisions

• You bring a point of view on how AI tools should (and shouldn't) be used in customer-facing workflows