📖 My Journey : Purpose, People & Problem-Solving
Driven by Curiosity, Inspired by Growth
I’ve spent years learning and growing at global companies like Amazon and TCS. Those experiences gave me a solid foundation—an appreciation for structure, teamwork, and the power of large-scale impact.
But I realized I wanted to be in a space where I could see the results of my work firsthand, connect directly with clients, and move quickly from ideas to action. That curiosity let me to Fyle and the world of Customer Success. At Fyle, I’ve found the best of both worlds: the freedom to take initiative and a team that makes collaboration effortless.
Hi, I’m Sonia 👋
It’s been a year since I joined Fyle and looking back, it feels like nothing short of a whirlwind—in the best way possible. I’ve learned a ton, stretched myself in ways I didn’t expect and built connections that go far beyond just “work.”
Beyond work, I thrive on balance and little joys. I could live on Chinese food every day and my Bengali sweet tooth always makes room for dessert. For me, it’s all about mixing hustle with happiness—and making the ride as colorful (and delicious) as possible.
🔄 From Processes to People
One of the biggest shifts for me has been how collaboration happens. Here, cross-functional collaboration isn’t scheduled into quarterly meetings— It happens every day : in Slack threads, in quick huddles, in real-time problem-solving.
In my role, I get to work closely with product, engineering, support, marketing, and other teams to ensure our customers don’t just use Fyle—they love it.
From onboarding to ongoing engagement, managing a diverse portfolio of clients means every step of the customer journey is an opportunity to create impact. I get to be right at the heart of it—partnering with real users, solving meaningful problems, and witnessing firsthand how we’re transforming expense management for the better.
👩💻 A Day in the Life of a CSM
What does my day look like? No two days are alike—and that’s exactly what keeps it exciting. But some core themes remain constant :
Managing client portfolios—tracking adoption, engagement, and business alignment.
Partnering with finance teams to simplify their setup, support reconciliations, and answer billing queries.
Troubleshooting integrations with platforms like QuickBooks, NetSuite, and Xero etc—ensuring clean, reliable data flows.
Collaborating with product teams to share client feedback and surface insights that inform roadmap priorities.
Helping optimize policy configurations for compliance, accuracy, and operational efficiency.
Proactively checking in with clients—supporting their goals and spotting new opportunities to add value.
Hosting onboarding sessions tailored to each customer’s workflow and culture.
It’s not just about solving challenges—it’s about building relationships and being a trusted partner in their success. At Fyle, being close to the client isn’t an occasional responsibility—it’s the core of the job. That proximity has been one of the most rewarding parts of my journey. I get to be the voice of the customer internally and a trusted advisor externally. Every resolved issue feels like a win. Every insight shared helps the product grow.
🧠 What I Love About Being a CSM
What truly energizes me about being a CSM is the blend of purpose, people, and problem-solving that defines the role. I love the variety. No two days are the same. Some moments call for deep listening and empathy, others for analytical thinking or strategic planning. I get to wear multiple hats—consultant, advocate, troubleshooter, and partner—all while staying connected to the real-world impact of our product.
Every client interaction is an opportunity to build trust, uncover insights, and drive meaningful outcomes—not just for them, but for us as a company.
But what I enjoy most is seeing the lightbulb moments—when a customer realizes how much easier their workflow has become, or when a product tweak we suggested makes a huge difference to their daily operations and reconciliations. That’s what makes the work deeply fulfilling.
🤝 The Power of Teamwork
One thing I’ve truly come to appreciate at Fyle is the tight-knit collaboration across teams. If there’s one thing that stands out about Fyle, it’s the people. The collaboration here isn’t just efficient—it’s genuine.
Need a quick answer? Help is always a ping away. We cheer for each other’s wins and share learnings from our challenges. That culture of openness and mutual support doesn’t just improve how we work—it strengthens how we grow together.
💡 Final Thoughts
Looking back, every chapter of my career—from structured environments at MNCs to the dynamic, client-focused world of Account Management—has shaped who I am today. I’m grateful for the experiences, the people, and the lessons along the way. And I’m excited for the adventures and impact that lie ahead.
I’ve found a space here that aligns with what drives me: people, problem-solving, and purposeful progress. I get to do meaningful work every day, supported by an amazing team and continuously learn from the challenges we solve together.
If you’re considering a move—or taking the plunge into startup life— here’s my advice:
Be open, stay curious, and never underestimate the power of great teamwork.
So that’s been my ride —time to grab some sweets and dive back in 😀
✨ Thanks for reading all the way!
If my journey resonates or sparks curiosity, let’s connect: LinkedIn