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