Partner Success Specialist

Ziina Ltd; Dubai; On-site; AED 120,000 - 160,000; Full time

Job summary

Ziina Ltd in Dubai is looking for a Senior Partner Success Specialist to enhance customer engagement and manage merchant relationships. You will drive white-glove support, lead escalations, and build automated workflows. A keen understanding of customer success in a tech or fintech environment is essential.

The ideal candidate has 4+ years experience, is data-fluent, and can communicate fluently in Arabic and English. This is a critical role to maintain high-quality merchant experiences.

Qualifications

• 4+ years in Customer Success or Account Management, ideally in a tech or fintech environment.
• Track record managing high-value customers through complexity and escalations.
• Fluency in Arabic (spoken and written) and excellent English communication skills.

Responsibilities

• Own merchant relationships delivering white-glove support.
• Lead complex problem-solving and manage sensitive cases.
• Build automated workflows tied to the user journey.

Skills

Customer engagement

Operational sharpness

Data fluency

Communication

Account management

Job description

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