Syntasso
Customer Success Manager
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About the Role
We’re looking for a collaborative, hands-on leader to partner with our Chief Operating Officer 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 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 of work such as Kanban and the Toyota Production System.
- Bridge Sales, Product, and Support, ensuring customer insights and feedback continuously shape both our product and our culture.
About You
- Skilled in facilitating remote and in-person sessions from discovery workshops and retrospectives to complex technical or product decisions.
- Comfortable leading client engagements, guiding delivery teams, and mentoring engineers or product managers.
- Experienced in Agile and Lean environments, with hands-on familiarity with XP, Kanban, and Toyota Production principles.
- Strong at defining and prioritising product features, balancing business value, user needs, and technical context.
- A confident communicator and coach, able to teach others and nurture high-performing, collaborative teams.
- Deep understanding of Lean Startup principles and how to apply validated learning in 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 loves to learn together. We value curiosity, openness, and craftsmanship — and we give each other the space to explore new ideas while always keeping our users in mind.
- You’ll find us pairing on problems, running regular learning sessions, and sharing ideas that often spark new improvements for Kratix or contributions back to the open-source ecosystem we care about so deeply.
- You’ll also be learning from experienced leaders who’ve built and scaled successful platform engineering businesses before. Our leadership team — including the founders of Kratix, and former senior leaders from organisations such as VMware and Pivotal, are deeply involved in day-to-day engineering and community work. They’re hands-on mentors who believe in empowering every team member to make an impact.
- We’re also human. We look out for one another, we respect each other’s time, and we believe balance and wellbeing are part of doing great work. Our 35-hour week and hybrid model mean you can collaborate closely while still having space for deep focus and life outside of work.
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Interview Process
We know interviews can feel daunting, so we’ve designed a process that’s thoughtful, inclusive, and transparent — giving you space to show your strengths and learn more about us along the way.
- Introduction conversation: You’ll start with an informal chat with a Co Founder and VP of Engineering, Chris. This is a chance for us to learn more about your background, approach to customer success, and what draws you to Syntasso.
- Experience deep dive: Next, you’ll meet our COO, Paula, for a deeper discussion about your experience building or scaling customer-facing functions. We’ll talk about how you’ve approached customer outcomes, stakeholder management, and cross-functional collaboration.
- Practical session: You’ll then take part in a short, realistic exercise focused on running a Proof of Value or designing a simple customer success framework. We’re interested in your thinking and approach, not a polished presentation.
- Final conversation: You’ll wrap up with one of our founders for a values and culture discussion. This is as much about shared purpose and alignment as it is about experience.
Our aim is to make every stage respectful, engaging, and meaningful — ensuring you leave each conversation with a clear sense of who we are, how we work, and the impact you could have here.
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