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 You’ll define the next-generation frontend architecture powering one of the world’s most intuitive expense management platforms. Work with high-caliber engineers, designers, and product thinkers in an environment that values craftsmanship, autonomy, and impact. You’ll 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
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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
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