Customer Success Consultant

As an Customer Success Consultant at Sage, you’ll play a critical role in helping customers quickly realize value from their investment in Sage. You will own the end-to-end onboarding process for customer accounts of significant complexity, ensuring a seamless experience and a successful go-live. This role requires strong cross-functional collaboration, excellent communication skills, and the ability to manage multiple stakeholders and priorities in parallel.

What We’re Looking For:
Customer Skills

Proven experience in managing successful Product implementations or customer onboarding.

Strong background in customer-facing roles, with empathy and stakeholder management.

Ability to manage multiple accounts simultaneously without compromising quality.

Skilled at handling escalations, resolving concerns, and collaborating with internal teams.

Ability to create practical solutions for customer needs in consultation with other teams.

Functional Skills

Excellent communication and project management skills.

Understanding of Customer Success, Onboarding, and Support processes in SaaS.

Awareness of finance and accounting workflows is a plus.

Tools (Preferred)

Hands-on experience with project management tools (e.g., ClickUp, Jira, Asana).

Familiarity with customer success platforms (e.g., FreshSuccess, Gainsight, Totango).

Who Can Apply

Willing to work on night shifts (North America timezone).

2-5 years of experience in a customer-facing role (onboarding, implementation, or support experience preferred)

Responsibilities-

Take full accountability for onboarding customers onto the Fyle platform.

Manage the end-to-end onboarding lifecycle for customers across geographies.

Help customers implement Fyle in line with their business needs and ensure value delivery without delays.

Track and monitor onboarding progress to timely and successful closure.

Support prospects, pilots, demos, and proof-of-concept activities to drive conversions.

Conduct training sessions for super users to enable them with in-depth knowledge of the platform’s functionalities.

Partner with internal Product and Engineering teams to ensure all customer commitments are delivered as promised.

Manage escalations and risks during onboarding, driving them to resolution.

Provide context for features, bugs, and service requests critical to customer onboarding.

Highlight and escalate customer-critical requirements to senior stakeholders, driving conversations to closure.

Standardize onboarding approaches and promote self-help practices for customers.

Build a strong understanding of accounting integrations to support finance teams with system integrations (where supported).

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