Technical Customer Success Manager (Pharmaceutical/Biotech)

TL;DR

Technical Customer Success Manager (Pharmaceutical/Biotech): Lead customer success for a platform combining mechanistic models, AI, and workflow automation in pharmaceutical R&D with an accent on process modeling, stakeholder collaboration, and platform adoption. Focus on managing technical relationships, deploying hybrid workflows, and ensuring value delivery in biotech and CDMO environments.

Location: Hybrid, London office and remote

Company

hirify.global transforms pharmaceutical R&D through modeling, simulations, and data integration, empowering scientists with AI-driven platform ModelFlow.

What you will do

• Act as main technical contact for customer accounts, driving onboarding and ongoing support.
• Translate customer insights into actionable feedback for product and modeling teams.
• Help customers deploy mechanistic and hybrid workflows with business context to demonstrate ROI.
• Coordinate with internal scientists and engineers to solve challenges and deliver value.
• Build customer success plans aligned with value milestones and monitor satisfaction and adoption.
• Champion a smooth, technically sound customer experience throughout their lifecycle.

Requirements

• Must have direct experience in pharmaceutical, biotech, or CDMO environments.
• Education: MSc or PhD in Chemical Engineering, Process Systems Engineering, or similar.
• Strong understanding of modeling principles and Python scientific computing.
• Excellent communication skills across technical and business contexts.
• Strategic mindset with hands-on attitude toward customer success and stakeholder management.

Culture & Benefits

• Flexible hybrid working between home and London office.
• 26 days annual leave plus flexible bank holidays.
• Modern office amenities including collaborative spaces and refreshments.
• Competitive pension contributions.
• Equity incentives through Employee Incentive Plan.