Customer Success Associate

The Role

At Love That Design, we believe that great customer relationships drive long-term success. We're looking for a Customer Success Associate to join us onsite in Dubai and take ownership of our client communication, ensuring every interaction creates real value. You’ll be responsible for maintaining strong relationships, overseeing smooth renewals, and acting as the crucial link between our clients and the value we provide. If you’re passionate about design, possess empathy, and have a natural talent for understanding client needs, this role is for you.

Key Responsibilities

• Client Engagement: Ensure regular, meaningful face-to-face and digital communication with clients to assess their needs and highlight how we can add value beyond the basic service.
• Onboarding & Renewals: Lead a strong onboarding process for new clients, maintain regular touchpoints throughout the customer lifecycle, and manage renewals with confidence.
• Event & Activation Coordination: Manage invitations and coordinate client attendance for key events and platform activations.
• Value Creation: Proactively identify opportunities to introduce new features, services, or activations that could provide additional value to clients.
• Client Feedback: Gather feedback to understand how clients are using the platform and address any issues regarding non-usage or renewal hesitations.
• Upselling & Cross-Selling: Understand client gaps and match our services to those needs to drive additional value.
• Churn Prevention: Monitor at-risk clients, manage red-flag accounts, and work to reduce our churn rate through proactive communication. Send out renewal proposals, follow up on renewals and payments.
• Collaboration with Sales: Work closely with the sales team to bridge communication gaps, ensuring both teams are aligned on client needs and potential upsell opportunities.

What We’re Looking For:

• Experience: Previous experience (at least 4 years) in Customer Success, Account Management, or a similar client-facing role. Experience in SaaS, directory services, or a listing-based business is a plus.
• Empathy & Communication: Strong interpersonal skills, able to engage clients in meaningful conversations and communicate value effectively.
• Organizational Skills: You’re highly organized, able to manage multiple clients and projects at once without missing a beat.
• Proactive Mindset: You can anticipate client needs and act before issues arise.
• Ambition: You’re driven to grow and excel in your role, with a clear focus on client success and satisfaction.
• Industry Knowledge: Familiarity with interior design, communities, or directory services is an advantage, along with a good network or ability to research industry news.

Job Type: Full-time

Application Question(s):

• How are your previous work experiences related to the role we are hiring for?
• What are your salary expectations?
• Will you be able to commute daily to Dubai Silicon Oasis?
• How many years of Customer Success Associate experience do you have?