Customer Success Manager in London

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.

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.

Responsibilities:

• 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.

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.