Customer Success Manager

Syntasso Kratix Enterprise; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A technology company in Greater London seeks a Customer Success Leader to partner with senior management. This role involves shaping customer engagement strategies, leading workshops, and evolving the Customer Success organization. The ideal candidate excels in Agile practices and has effective facilitation skills. You will bridge teams to ensure continuous improvement in customer interactions, contributing to overall business success. Join a collaborative work environment that promotes curiosity and balance in a hybrid model.

Benefits

35-hour work week

Hybrid working model

Learning sessions

Qualifications

• Skilled in facilitating remote and in-person workshops.
• Comfortable leading client engagements and mentoring teams.
• Experienced in Agile and Lean environments, especially Kanban and XP.
• Strong at defining and prioritizing product features.
• Deep understanding of Lean Startup principles.

Responsibilities

• Facilitate remote workshops and technical sessions.
• Lead Proof of Value engagements guiding structured decisions.
• Evolve and scale the Customer Success function.
• Bridge Sales, Product, and Support teams for insights.

Skills

Facilitating remote sessions

Leading client engagements

Agile methodologies

Lean principles

Communication skills

Job description

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.

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.

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.

1. 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.
2. 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.
3. 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.
4. 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.