About Fabriplay

Fabriplay is a fashion-tech platform that helps bespoke clothing boutiques and fashion designers run their business — bringing customer management, appointments, measurements, orders, production, sourcing, billing, inventory, and business insights into one integrated system. We already work with boutiques across multiple countries and are building the digital backbone for the global bespoke fashion industry.

The Role

We're looking for a Customer Success Executive to own the customer journey after acquisition — from onboarding and adoption through ongoing engagement, retention, and expansion.

You'll work directly with boutique owners, designers, and their teams to make sure they understand Fabriplay, use it effectively, and see real business value from it. This is a high-touch, execution-focused role: you'll be on calls and WhatsApp with customers regularly, running demos and training, solving problems, and proactively driving adoption.

What You'll Do

Onboarding

- Own current customer onboarding end-to-end, from signup through successful implementation
- Learn each boutique's business processes and configure/guide them through the right Fabriplay workflows
- Run product demos, training sessions, and onboarding calls
- Get customers fully set up and processing real orders on the platform

Engagement & Adoption

- Build strong relationships with owners, designers, and key users
- Proactively drive usage and adoption; re-engage customers who've gone quiet
- Help customers adopt additional features relevant to their business
- Surface customer feedback to improve the product experience

Support

- Be the first point of contact for customer queries and issues
- Troubleshoot problems, looping in Product/Engineering when needed
- Track issues through to resolution within agreed timelines, keeping customers informed throughout

Retention & Expansion

- Monitor satisfaction, engagement,



and usage; catch churn risks early and act on them
- Spot upsell opportunities for additional features, plans, or services
- Build the kind of relationships that grow customer lifetime value

Feedback Loop

- Capture recurring requests and pain points
- Work with Product and Engineering to communicate customer needs and prioritize fixes
- Keep structured records of customer feedback and success milestones

How We'll Measure Success

- Onboarding completion and time-to-active
- Product adoption and feature usage
- Retention / churn and customer satisfaction
- Number of active customers
- Support resolution time
- Expansion/upsell and referrals

What We're Looking For

- 1–3 years in Customer Success, Support, Account Management, SaaS, or similar customer-facing work
- Excellent written and verbal communication
- Strong relationship-building and interpersonal skills
- Comfortable running product demos and training sessions
- Sharp problem-solving instincts and the discipline to follow issues through to resolution
- Able to translate technical concepts into simple business language
- Comfortable across phone, WhatsApp, email, and video calls
- Working knowledge of CRM/SaaS products
- Open to working across geographies and time zones

Nice to Have

- Experience with SaaS or B2B products
- Background in fashion boutiques, retail, ERP, CRM, or business management software
- Familiarity with onboarding and adoption metrics
- Experience with international customers
- A genuine interest in fashion and technology

What Success Looks Like Within your first few months, you're independently onboarding customers, training their teams, driving consistent platform usage, resolving issues effectively, and building relationships strong enough that customers see Fabriplay as essential to how they run their business day to day.

If you like working directly with customers, solving real business problems, and helping a growing SaaS product succeed — we'd like to hear from you.

-

📌 Customer Success Executive (IIT Madras Incubated Startup) (Chennai)
🏢 Fabriplay
📍 Chennai