Customer Success Consultant

Job Description

As a 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).
• 3-5 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).
  
  
  
  
  
  

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.