Company: Fabriplay
Location: Chennai / Hybrid
Employment Type: Full-time

About Fabriplay

Fabriplay is a fashion technology platform transforming the way bespoke clothing boutiques and fashion designers manage their businesses. Our SaaS platform brings together customer management, appointments, measurements, orders, production, sourcing, billing, inventory, and business insights into one integrated platform.

We are building the digital infrastructure for the global bespoke fashion industry and are already working with boutiques across multiple countries.

Role Overview

We are looking for a Customer Success Executive who will own the customer journey after acquisition — from onboarding and product adoption to ongoing engagement, retention, and expansion.

You will work closely with boutique owners, fashion designers, and their teams to ensure they understand Fabriplay, use the platform effectively, and derive measurable business value from it.

This is a high-touch, execution-oriented role. The ideal candidate should be comfortable speaking with customers regularly, conducting product demonstrations and training, solving problems, and proactively driving adoption.

Key Responsibilities

Customer Onboarding

- Take ownership of current customer onboarding from signup through successful implementation.
- Understand each boutique's business processes and configure/guide them on the appropriate Fabriplay workflows.
- Conduct product demonstrations, training sessions, and onboarding calls.
- Ensure customers complete their initial setup and start processing real orders on the platform.

Customer Engagement & Adoption

- Build strong relationships with boutique owners, designers, and key users.
- Proactively engage customers to increase product usage and adoption.
- Identify customers who are not actively using the platform and drive re-engagement.




- Help customers adopt additional features and workflows relevant to their business.
- Collect customer feedback and identify opportunities to improve the product experience.

Support & Issue Resolution

- Act as the first point of contact for customer queries and product-related issues.
- Troubleshoot customer problems and coordinate with the Product/Engineering team when required.
- Ensure customer issues are tracked, followed up, and resolved within agreed timelines.
- Maintain clear communication with customers throughout the resolution process.

Retention & Expansion

- Monitor customer satisfaction, engagement, and usage.
- Identify potential churn risks and proactively address them.
- Identify opportunities for upselling additional features, plans, or services.
- Build long-term relationships that increase customer lifetime value.

Customer Feedback & Product Improvement

- Capture recurring customer requirements, pain points, and feature requests.
- Work closely with Product and Engineering teams to communicate customer needs.
- Help identify product gaps and prioritize improvements based on customer feedback.
- Maintain structured customer feedback and success records.

Key Performance Indicators

- New customer onboarding completion
- Time taken for customers to become active
- Product adoption and feature usage
- Customer retention / churn
- Customer satisfaction
- Number of active customers
- Customer engagement and support resolution time
- Expansion / upsell opportunities




- Customer referrals and advocacy

What We Are Looking For

- 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.
- Strong interpersonal and relationship-building skills.
- Comfortable conducting product demos and training sessions.
- Strong problem-solving and follow-up discipline.
- Ability to understand business processes and explain technology in simple terms.
- Comfortable communicating with customers over phone, WhatsApp, email, and video calls.
- Strong ownership — you should be willing to follow an issue until it is completely resolved.
- Good working knowledge of CRM/SaaS products.
- Willingness to work with customers across different geographies and time zones.

Preferred

- Experience working with SaaS or B2B technology products.
- Experience working with fashion boutiques, designers, retail, ERP, CRM, or business management software.
- Familiarity with customer onboarding and product adoption metrics.
- Experience working with international customers is a plus.
- Interest in fashion and technology is an advantage.

What Success Looks Like

Within the first few months, you should be able to independently onboard customers, train their teams, drive consistent usage of Fabriplay, resolve customer issues effectively, and build relationships strong enough that customers see Fabriplay as an essential part of their daily business operations.

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

Pay: ₹278,000.00 - ₹410,000.00 per year

Application Question(s):

- Have you worked in Customer Success/Support roles ?

Work Location: In person

📌 Customer Success Executive (Chennai)
🏢 Fabriplay
📍 Chennai