Location:
Chennai

Experience:
1–3 Years Employment Type: Full-Time About Fabriplay Fabriplay is an IIT Madras-incubated FashionTech startup transforming the global bespoke clothing industry through technology. Our SaaS platform helps boutiques, fashion designers, tailoring businesses, and custom apparel brands digitize their operations—from customer management and body measurements to order processing, production tracking, inventory, billing, and business analytics. We are building the digital operating system for the global custom clothing industry, helping fashion businesses improve operational efficiency, streamline workflows, and deliver better customer experiences. Role Overview We are looking for a proactive and customer-focused Customer Success Executive to ensure that Fabriplay customers successfully adopt and derive value from our platform. You will own the customer journey after a sale, including onboarding, product training, ongoing engagement, issue resolution, and adoption of relevant features. You will work closely with boutique owners, fashion designers, and their teams to help them integrate Fabriplay into their daily business operations. This is a hands-on role suited to someone who enjoys working directly with customers, solving problems, and building long-term relationships in a fast-growing SaaS startup.

Key Responsibilities
1. Customer Onboarding & Implementation
• Take ownership of onboarding current customers and guiding them through the initial setup process.
• Understand customer business workflows and help them configure and use the appropriate Fabriplay features.
• Conduct product demonstrations, training sessions, and onboarding calls.
• Help customers set up their business information, customer records, measurements, orders, and other relevant workflows.
• Ensure customers start using Fabriplay effectively and achieve early value from the platform. 2. Product Adoption & Customer Engagement
• Build strong relationships with boutique owners, fashion designers, and their teams.
• Proactively engage customers through phone calls, WhatsApp, email, and video meetings.
• Encourage consistent product usage and adoption of relevant features.
• Identify inactive or under-engaged customers and take action to improve adoption.
• Educate customers on product updates, new features, and best practices. 3. Customer Support & Issue Resolution




• Act as the primary point of contact for customer queries and product-related issues.
• Understand customer problems, troubleshoot issues, and coordinate with the Product and Engineering teams when required.
• Track customer issues through resolution and communicate updates proactively.
• Ensure timely responses and maintain a high standard of customer service.
• Identify recurring issues and recommend improvements to reduce customer friction. 4. Customer Retention & Growth
• Monitor customer engagement, satisfaction, and product usage to identify retention risks.
• Proactively address customer concerns and help prevent cancellations.
• Identify opportunities to introduce additional features, subscription plans, and relevant services.
• Encourage customer referrals, testimonials, and advocacy.
• Support subscription renewals and communicate the value customers receive from Fabriplay. 5. Customer Feedback & Product Improvement
• Collect customer feedback, feature requests, and suggestions.
• Document recurring customer challenges and communicate them to the Product team.
• Help prioritize improvements based on customer impact and recurring requirements.
• Maintain accurate customer interaction records, onboarding progress, and follow-up activities in the CRM. Required Skills & Qualifications
• 1–3 years of experience in Customer Success, Customer Support, Account Management, SaaS, or a similar customer-facing role.
• Excellent verbal and written communication skills.
• Solid interpersonal skills and the ability to build lasting customer relationships.
• Comfortable conducting product demonstrations, training sessions, and customer calls.
• Strong problem-solving skills, attention to detail, and follow-up discipline.
• Ability to explain technology and business processes in simple terms.
• Familiarity with CRM tools, SaaS products, and customer support workflows.
• Comfortable communicating with customers over phone, WhatsApp, email, and video calls.




• Ability to work independently, manage multiple customers, and take ownership of issues.
• Fluency in Tamil and English is required; Hindi is an advantage. Preferred Qualifications
• Experience working with B2B SaaS, CRM, ERP, retail technology, or business management software.
• Exposure to fashion boutiques, tailoring businesses, apparel, or retail operations.
• Experience with customer onboarding, product adoption, or subscription-based businesses.
• Bachelor's degree in Business, Marketing, Commerce, or a related discipline. Key Performance Indicators (KPIs) Performance will be measured on customer outcomes, including:
• Successful customer onboarding and activation.
• Time taken for customers to start using the platform effectively.
• Product adoption and active customer usage.
• Customer satisfaction and issue resolution time.
• Customer retention and renewal rates.
• Re-engagement of inactive customers.
• Customer referrals and testimonials.
• Identification of upselling and expansion opportunities. Why Join Fabriplay?
• Work with an IIT Madras-incubated startup transforming the bespoke fashion industry.
• Directly impact how small and medium-sized fashion businesses adopt technology.
• Work closely with the founders, Product team, and Engineering team.
• Gain hands-on experience with AI-powered SaaS products and international customers.
• Take ownership of customer relationships and influence product improvements.
• Build a career in Customer Success, Account Management, and SaaS operations.

What We Offer
• Competitive fixed salary based on experience.
• Performance-based incentives, where applicable.
• Professional learning and career development opportunities.
• A collaborative, entrepreneurial, and innovation-driven work workplace. Ideal Candidate We are looking for someone who is customer-oriented, proactive, and accountable. You should enjoy helping customers solve real business problems, be comfortable teaching people how to use technology, and take responsibility for ensuring that customers receive value from the platform. At Fabriplay, customer success means more than resolving queries. It means ensuring that every customer adopts the platform, uses it consistently, and sees measurable value in their business.

📌 B - Customer Success Executive (Chennai)
🏢 Fabriplay
📍 Chennai