Click Here: https://www.notion.so/ziina/Customer-Success-Lead-365ac30d0eb0484eb7c09977653210b2

About Ziina

Ziina’s mission is to bring financial freedom to every person in the Middle East. We are building MENA’s consumer financial platform, starting with a peer-to-peer wallet. Our team have backgrounds from Apple, Uber, Bain & Co, Oracle, Coinbase, Stanford, Careem, and Yandex. We've seen exciting traction since our launch in 2020, and we have over 22,000 users registered on the waiting list for our upcoming app, which has won 8 international UX/UI design awards.

Our latest round included Avenir Growth, Goodwater Capital, ANIM, the Oman Tech Fund, Class 5 Global, Long Journey Ventures, Graph Ventures, Jabbar Internet Group, Wamda, FJ Labs - as well as the early employees and execs at Revolut, Stripe, Venmo, Brex, Checkout.com, Notion, and Deel. Ziina is also proud to be backed by Y Combinator.

The Role

Ziina is looking for a Customer Success Manager to join our team.

This role is an exciting opportunity for you to build up Ziina’s capabilities in enabling an incredible customer experience, from the first time a customer hears of us, to every subsequent transaction they make on the Ziina app. We’re at a major inflection point in our growth and we’re looking for the right person who will set us up for success. As the Customer Success Manager, you will work closely with every team as our customer's champion, advocating on behalf of the Ziina users.

Within this role, you will:

• Leverage your exceptional communication skills to provide feedback and support to customers (on how they can get the most value out of Ziina) with empathy, credibility, kindness, and enthusiasm
• Design and refine the customer onboarding experience. This includes managing all customer pilots, defining pilot success criteria, and managing stakeholders along the process
• Proactively pull, track, and analyze both quantitative and qualitative data from user traffic and feedback, identifying key insights to improve customer experience
• Connect these data-driven insights to customer value and communicate a clear narrative to our product and engineering teams. You’ll be able to translate customer usage and feedback into actionable insights and feature ideas
• As we grow our user base, you’ll have an appreciation for each of Ziina’s customer archetypes, developing bespoke strategies to ensure each and every archetype has success using Ziina
• You’ll set up customer support workflows and documentation that can be leveraged by a wider customer success team

Requirements

• You have prior experience in a customer success role and have worked with Zendesk or similar customer service tools that can help automate our customer support processes
• You’re a proficient listener, and able to hear what each individual customer is saying – not defaulting to assuming their needs
• Have the ability to think quickly on your feet and answer unexpected questions with ease
• Have the ability to deliver feedback to our internal team (on how we can improve Ziina) with evidence, context, and passion for solving the problem
• You have strong and effective leadership skills and are able to engage comfortably across teams
• You are steadfastly committed to building a world-class customer success function and culture that promotes Ziina’s growth
• You are business-minded, creative, and passionate about identifying opportunities that will increase customer success without creating undue UX friction
• You have high integrity and a team-first mentality
• You thrive on creating order and structure out of ambiguity
• You have the ability to step back and see the macro view, but live for the details
• You take initiative and have a bias towards action
• You are looking to take on ownership and join a fast-paced environment
• You live in, or are willing to move to, the UAE

👉 If this sounds like you, we’d love to hear from you. Please reach out to recruiting@ziina.com. We’re looking to fill this role as soon as possible.