Associate Customer Success Consultant

• *Job Description** 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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• *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

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