About
The company 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. 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.
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As a Partner Success Specialist at the company, 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 the company'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
Requirements
- 4+ years in Customer Success (Account Management counts, 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
- 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
- Data-fluent; you understand core Partner Success metrics, have moved them, and use data to prioritize high-impact work, spot risks, and improve retention
- 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
- Excellent English communication skills
What would amaze us
- Experience owning key customer success KPIs, with concrete examples of measurable impact in improving those metrics
- Experience in scaled or digital customer success, with a strong understanding of when to use automated journeys versus high-touch customer engagement
- Demonstrated ability to turn voice-of-customer insights into actionable changes that shaped the product roadmap
- Experience with AI tools in customer-facing workflows
- Arabic (spoken and written) is a plus for supporting some of our merchants
Location
Dubai
