At a Glance
- Tasks: Lead customer success initiatives and guide teams in using our innovative platform.
- Company: Join Syntasso, a pioneering tech company transforming platform engineering.
- Benefits: Enjoy a balanced 35-hour week, hybrid work, and generous leave policies.
- Other info: Collaborative culture with opportunities for personal and professional growth.
- Why this job: Shape the future of platform engineering and empower developers globally.
- Qualifications: Experience in Agile environments and strong facilitation skills required.
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.
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Customer Success Manager employer: Syntasso
Syntasso is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for a Solutions Engineer. With a focus on employee growth, you will have the opportunity to influence product development while working with cutting-edge cloud-native technologies in a supportive environment. Located in a vibrant tech hub, Syntasso offers unique advantages such as access to industry events and a network of like-minded professionals, ensuring your career thrives alongside the company's success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Syntasso. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Syntasso before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Syntasso:Your cover letter is your chance to shine! Tell us why you want to work at Syntasso specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Syntasso!
How to prepare for a job interview at Syntasso
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
