Technical Customer Success Manager

We are seeking a Technical Customer Success Manager who combines a solid foundation in process modeling with the mindset and communication skills to lead customer success across high-impact projects.

This is a hybrid role, ideal for someone with strong technical knowledge and experience working in pharmaceutical, biotech, or CDMO settings—who also enjoys collaborating with stakeholders, managing relationships, and ensuring successful platform adoption and project outcomes.

About PolyModels Hub

PolyModels Hub is transforming pharmaceutical R&D through cutting-edge modeling, simulations, and data integration. Our platform, ModelFlow, empowers scientists to accelerate development timelines, optimize processes, and make smarter decisions—combining mechanistic models, AI, and workflow automation into one unified environment.

We are growing fast and looking for passionate individuals to help us deliver lasting impact to our customers and scale our platform globally.

Key Responsibilities

Customer Enablement & Relationship Management

• Act as the main technical point of contact across customer accounts.
• Drive onboarding, implementation, and ongoing support for platform usage and services.
• Translate customer insights into actionable feedback for product and modeling teams.

Modeling & Technical Leadership

• Help customers deploy mechanistic and hybrid workflows.
• Provide business context to modeling activities in order to showcase value and demonstrate ROI.
• Coordinate with internal scientists and engineers to support value delivery and solve challenges.

Project & Success Ownership

• Build customer success plans aligned with value milestones and user engagement.
• Monitor satisfaction, adoption, and technical outcomes to flag risks or expansion opportunities.
• Champion a smooth, technically sound experience for customers throughout their lifecycle.

What We’re Looking For

• Education: MSc or PhD in Chemical Engineering, Process Systems Engineering, or similar.
• Required Industry Experience:
• Direct exposure to pharmaceutical, biotech, CDMOs or similar environments is essential.
• Experience working in or with technical/scientific teams on real-world process challenges.
• Technical Skills:
• Solid understanding of modeling principles
• Python and scientific computing knowledge
• Soft Skills:
• Excellent communicator across technical and business contexts.
• Strategic mindset with a hands-on attitude toward customer success.
• Comfortable managing stakeholder expectations and translating between domain and software teams.

Why Join PolyModels Hub?

• Flexible hybrid working – split your time between home and our London office.
• Generous time off – 26 days of annual leave plus flexible bank holidays.
• Modern workspace perks – access to office amenities, including collaborative spaces and refreshments.
• Pension contributions – competitive employer contributions to help you plan for the future.
• Equity incentives – participation in our Employee Incentive Plan, so you can grow with the company.