Associate Customer Success Consultant

About Fyle (now part of Sage)

Fyle, now part of Sage Group plc, is a fast-growing SaaS company building cutting-edge expense management solutions for SMBs across the globe. With thousands of customers and a modern, AI-driven product, we are on a mission to simplify finance operations for accounting teams and finance professionals.

Joining Fyle means being part of a global organization with the stability of Sage and the agility of a start-up, where your work will directly contribute to scaling a critical growth channel.

About The Role

As an Associate Customer Success Consultant at Sage, you will play a critical role in helping customers realize value from their investment in Sage. You will work closely with Customer Success Consultants, and cross-functional teams to support customers through the onboarding process, ensuring they have a smooth experience and reach go-live successfully.

• Why Join Fyle x Sage
• Youll define the next-generation frontend architecture powering one of the worlds most intuitive expense management platforms.
• Work with high-caliber engineers, designers, and product thinkers in an environment that values craftsmanship, autonomy, and impact.
• Youll operate with the agility of a startup and the reach of a global enterprise — shaping the frontend experience for thousands of businesses worldwide.
• Role requirements:

• Relevant work experience: 1-2 years
• Good structure and analysis
• Great communication
• Prior experience in helping and guiding customers
• Willingness to work in the US West Coast business hours
• Awareness of finance processes and accounting knowledge - beneficial to possess
• Prior customer facing experience in North America / EU region
• Comfortable working with C-Suite Executives
  Key Responsibilities
• The Associate Customer Success Consultant will manage a diverse set of customer accounts
• across North America and will broadly be responsible for the following priorities.
• Customer Account Management

• Manage a portfolio of accounts across North America and be accountable for all portfolio level activities
• Work with the onboarding team to bring in customers seamlessly onto Sage Expense Management (SEM) and ensure they have the resources they need to start using the platform
• Maintain good account health which includes onboarding, product adoption & utilization, on-time guidance, user confidence, and account renewal / growth
• Manage and convert PoCs (proof of concept) successfully

Customer Engagement and Advocacy

• Drive product adoption, increasing confidence and trust in Sage amongst users
• Develop customer relationships that promote retention and loyalty
• Support internal teams with customer advocacy. Reach out to customers to request feedback and garner online reviews, testimonials, case studies
• Manage Bugs and feature requests to closure. Participate in CS-Engineering, CS-Product forums to prioritize, raise and track these to closure

Process Standardization

• Monitor key health parameters related to customer usage, support performance, user feedback and account engagement, and take appropriate action to align with health targets
• Provide appropriate customer context for features, bugs and service requests
• Work with support and product teams to de-escalate customer situations
• Manage all customer escalations and red flags to closure