Partner Success Specialist

Ziina
Dubai
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 4+ yearsSkills: ["Customer-first mindset","Commercial awareness","First-principles thinking","Bias for action","Excellent communication"]

Own a portfolio of VIP merchant relationships, delivering white-glove support while managing escalations end-to-end. Drive product adoption and re-engagement through onboarding, feature education, adoption nudges, and targeted engagement. Use analytics (Metabase) to track merchant health, spot churn risks early, and turn voice-of-customer feedback into actionable product insights. Partner cross-functionally to unblock merchants and improve outcomes, scaling the playbook with automation where appropriate.

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Ziina
Ziina
6 months ago

Partner Success Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Closed
Reposted: similar role first listed 6 months ago

Job Summary

Own a portfolio of VIP merchant relationships, delivering white-glove support while managing escalations end-to-end. Drive product adoption and re-engagement through onboarding, feature education, adoption nudges, and targeted engagement. Use analytics (Metabase) to track merchant health, spot churn risks early, and turn voice-of-customer feedback into actionable product insights. Partner cross-functionally to unblock merchants and improve outcomes, scaling the playbook with automation where appropriate.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Own a portfolio of VIP merchant relationships and deliver 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, running recurring success workflows such as onboarding check-ins and feature education.
  • •Identify and implement automation improvements across the user journey, turning repeatable workflows into playbooks and AI-enabled operations.
  • •Use Metabase to track merchant health and performance, spot churn signals early, and partner cross-functionally to improve outcomes.

Key Requirements

  • •4+ years in Customer Success (account management may count), ideally in PLG tech, fintech, or B2B SaaS.
  • •Experience owning and improving key CS metrics such as revenue retention, revenue growth, and churn reduction.
  • •Track record managing high-value, complex accounts through sensitive escalations, ideally in a product-led environment.
  • •Ability to build structure using OKRs, workflows, automations, and measurable outcomes.
  • •Data-fluent approach to prioritizing high-impact work, spotting risks, and improving retention.
Experience:4+ yearsPLGFintechB2B SaaS
Skills:Customer-first mindsetCommercial awarenessFirst-principles thinkingBias for actionExcellent communication
Languages:EnglishArabic
Tech Stack:MetabaseAI

Company Brief

Ziina
Provides fast, secure mobile payments and peer-to-peer money transfers in the UAE and GCC, enabling consumers and merchants to send, receive, and pay using phone numbers and QR codes, with a focus on low fees and simplified onboarding.
Industry: Payments
Headquarters: Dubai, United Arab Emirates
Website