Customer Success Manager

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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