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.