Customer Success Manager

Syntasso; Greater London; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Balanced 35-hour work week

Hybrid collaboration with office visits

Private medical insurance

Research Fridays for learning and experimentation

25 days of annual leave plus public holidays

Cycle to work

Salary sacrifice childcare

EMI-backed options

Job summary

A forward-thinking tech company in Greater London seeks a collaborative leader to scale its Customer Success organization. In this pivotal role, you will engage customers, bridge Sales and Product, and ensure effective Kratix adoption. Ideal candidates will have experience facilitating workshops, knowledge of Agile and Lean principles, and strong communication skills. Join a close-knit team that values curiosity and craftsmanship while supporting work-life balance in a hybrid work model.

Qualifications

• Skilled in facilitating remote and in-person sessions.
• Experienced in Agile and Lean methodologies.
• Strong at defining and prioritizing product features.
• Strong ability to define and prioritise product features balancing business value, user needs and technical context.
• Confident communicator and coach, able to foster high-performing, collaborative teams.
• Deep understanding of Lean Startup principles and validated learning in delivery teams.

Responsibilities

• Facilitate remote workshops and technical sessions.
• Lead Proof of Value engagements.
• Guide customers through their Kratix journey.
• Scale the Customer Success function with repeatable processes and runbooks.
• Bridge Sales, Product, and Support to channel customer insights into product and culture.

Skills

Facilitating remote and in-person sessions

Agile and Lean environments experience

Defining product features

Communication and coaching

Understanding of Lean Startup principles

Lean Startup principles

Job description

Unlock the Future of Platform Engineering with Us

Imagine helping thousands of engineers build and run platforms that deliver securely and quickly, helping their teams ship real value. At Syntasso, you’ll be part of a small, expert team driving a global shift in how platform engineering is done. Your ideas will directly influence Kratix, our open-source framework, and our commercial product, Syntasso Kratix Enterprise.

By joining us, you won’t just build technology, you'll help define the standards of a new discipline. You’ll grow your technical depth, collaborate with leaders in the community, and see your contributions adopted by teams across industries.

Our Mission at Syntasso

At Syntasso, we believe platform engineering should empower, not constrain. We started the company after seeing too many teams struggle to build internal platforms that developers actually enjoy using.

That’s why we created Kratix: an open-source framework that helps organisations design, deliver, and scale their platforms with confidence. One early adopter cut platform onboarding from weeks to hours using Kratix, freeing engineers to focus on innovation instead of infrastructure.

Building on that success, we launched Syntasso Kratix Enterprise to help large-scale teams extend Kratix’s power with enterprise-grade capabilities. Together, these tools are rapidly becoming the go-to choice for platform teams worldwide.

By joining Syntasso, you’ll help shape the future of platform engineering empowering developers everywhere to work more effectively and build better software, faster.

Why Joining Syntasso Matters for Your Career:

By joining us, you'll become a pivotal part of our innovative journey, shaping the future of Kratix, our platform-building framework. Your role will involve close collaboration with Syntasso customers, giving you invaluable insights into their experiences and ensuring seamless Kratix adoption. You'll also have the opportunity to make a lasting impact on the Platform Engineering community in your unique way—whether it's through insightful blogs, prestigious conference speaking engagements, or active engagement with fellow professionals.

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 sessionsfrom 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.

Company Benefits

• A balanced 35-hour week, giving you time to focus deeply, recharge properly, and work sustainably.
• Hybrid collaboration: Work remotely most of the time, with regular visits to our London Bridge office in the Leathermarket for hands-on teamwork and community.
• Research Fridays: Every other Friday is dedicated to learning, experimentation, and open exploration — time to make Syntasso stronger tomorrow than it is today.
• 25 days of annual leave, plus UK public holidays. Additionally, you'll earn one extra day of holiday for each year worked, up to a maximum of 30 days.
• Private medical insurance
• Cycle to work
• Salary sacrifice childcare
• All employees are eligible for our EMI-backed options scheme, with ranges benchmarked against industry standards and reviewed based on performance and impact.