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Head of Customer Success
About the Role
We’re looking for a collaborative, hands-on leader to partner with our **Chief Operating Officer (COO) in scaling Syntasso’s Customer Success organisation. This is a foundational role where you’ll shape how we engage customers, deliver value, and connect Sales, Product, and Engineering through a consistent customer-success framework.
In this role, you will:
- Facilitate distributed collaboration by running remote workshops, retrospectives, and technical sessions that keep teams aligned and focused on outcomes.
- Lead and facilitate Proof of Value (PoV) engagements, guiding teams through structured discovery, learning, and decision-making while modelling Agile and Extreme Programming (XP) practices that improve how platforms are designed and delivered.
- Guide customers through their Kratix journey, helping them build better, faster, safer platforms using modern Lean and Agile approaches.
- Evolve and scale the Customer Success function, building repeatable processes, runbooks, and engagement models informed by Lean systems such as Kanban and the Toyota Production System.
- Bridge Sales, Product, and Support, ensuring customer insights and feedback continuously shape both our product and culture.
About You
- Skilled in facilitating hybrid sessions: Capable of leading remote and in-person workshops, from discovery sessions and retrospectives to complex technical or product decisions.
- Client-facing leadership: Comfortable leading customer engagements, guiding delivery teams, and mentoring engineers or product managers.
- Agile and Lean expertise: Hands-on experience with XP, Kanban, and Toyota Production System principles in fast-paced environments.
- Product prioritisation: Strong ability to define and prioritise product features, balancing business value, user needs, and technical constraints.
- Leadership and coaching: A confident communicator who fosters high-performing, collaborative teams, including teaching, mentoring, and nurturing growth.
- Lean Startup mastery: Deep understanding of validated learning and its application in Agile delivery teams.
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What It’s Like to Work at Syntasso
Working at Syntasso means joining a close-knit, highly collaborative team that thrives on continuous learning and craftsmanship. We value:
- Curiosity and openness—encouraging experimentation with new ideas.
- User-centric mindset—keeping customers at the heart of every decision.
- Pairing culture—collaborating to solve problems and improve Kratix.
- Open-source contributions—giving back to the ecosystems we care about.
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Our leadership team—including Kratix founders and ex-senior leaders from VMware and Pivotal—is hands-on, mentoring deeply while empowering teams to drive impact.
Beyond work, we prioritise wellbeing and balance:
- A 35-hour workweek.
- Hybrid flexibility, blending deep focus with remote collaboration.
- A supportive, human-centred culture where we look out for one another.
Interview Process
We design our process to be thoughtful, inclusive, and transparent, giving you space to shine while learning about us:
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Introduction with Founder & VP of Engineering (Chris): Informal chat covering your background, approach to customer success, and motivation to join Syntasso.
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Deep dive with COO (Paula): Discussion on your experience building or scaling customer-facing functions, focusing on customer outcomes, stakeholder management, and cross-functional execution.
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Practical session: Hands-on exercise—design a PoV framework or customer success model—showcasing your approach, not a polished delivered product.
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Final conversation with a Founder: Explore values alignment and shared purpose in one of our earliest or longest-standing leaders.
Every stage is engaging, respectful, and meaningful, ensuring you leave informed about our work and impact.
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