Customer Success Specialist

Customer Success Specialist

Catapult is building the future of sports performance technology, with a mission to Unleash the Potential of every athlete and team on earth. We don't just work in the sporting industry; we are actively changing it. Since 2006, our solutions have been leading the way in sports performance software, science, and data, in a world where 1% can literally mean the difference between winning and losing.

We work with over 5,000+ teams around the world, empowering coaches, managers and trainers in premier teams in the NFL, NBA, NHL, MLS, EPL, AFL, NRL, NCAA and more. We provide the information they need to optimize athletes' health, game-day readiness, and performance, as well as in-game tactics.

Catapult is a sports technology company that empowers professional teams to make data-driven decisions. We deliver health, performance, video, and AI insights from the locker room to competitive environments, ensuring every decision is an opportunity to gain an advantage, sharpen performance, and build lasting success.

We Want People Who Are Passionate About Customer Success

We are looking for a talented and enthusiastic Customer Success Specialist whose determination for continuous improvement aligns with our ambitious, fast-growing and transforming company. Based remotely in Italy, you will be a key player in the growth of the region by providing high quality training, education and support to a select customer base across Catapults' entire range of athlete tracking hardware and software solutions. You will also be the voice of the customer and assist with the research and development of our technology stack and provide advanced data analysis for both internal staff and existing customers, and therefore need to be fluent in Italian & English. The role will work closely with our business development managers, partners and sport scientists throughout EMEA to provide administration documentation, product demonstrations and support new business opportunities for leagues and teams.

What You'll Do

• Account manage a select portfolio of teams within your dedicated territory
• Educate customers on best practice when utilizing Catapult technology and value proposition
• Drive new business success & contract extensions through various activities, including performing on-site and virtual product demonstrations. This includes cross selling and upselling across the product platform
• On-going remote support to our growing customer base on Catapult's entire range of athlete monitoring hardware and software solutions
• Customer service initiatives, follow-up calls, visits, emails and communication central to creating a great customer experience
• Maintaining Client Health through active account management
• Product feedback and innovation internally
• Provide evidence based, scientific materials for marketing, internal and external purpose
• Maintain a large database of information
• Aid in the data analysis of our elite teams where required
• General representation of Catapult at domestic and international conferences where required
• Research and development of Catapult's product stack
• Support renewals end-to-end for a defined book of business, accountable for retention outcomes.
• Lead renewal strategy, including value positioning, stakeholder alignment, and renewal readiness.
• Forecast renewal outcomes accurately and maintain clear visibility of renewal risk.
• Proactively identify, qualify, and drive opportunities with existing Catapult customers
• Actively support the sales team through demos, solution consultancy, and customer advocacy.
• Manage customer satisfaction and adoption as leading indicators of renewal and expansion success, intervening where risk emerges.

What You'll Need

• 3+ years working in the elite sporting environment
• Fluent English & Italian, additional languages highly valued
• Hands on experience with performance monitoring tools such as GPS, velocity based training; Video Analysis; Tactical applications
• Proficient in statistical analysis of large data sets
• Proficient with computers and Microsoft office
• Account management experience with a large customer base (desired)
• Great communication skills to foster new relationships and build on existing relationships with a select customer portfolio
• Ability to analyze, and interpret data
• Effective communication to articulate findings to coaches, athletes, and other performance staff
• The desire to influence the performance management of elite sports
• Ability to work individually and with a larger regional team
• Communicate effectively with key stakeholders, particularly software and hardware engineers
• Bachelor's degree in Exercise and Sport Science or related discipline required
• Sports science or strength and conditioning related experience in football (soccer)is desirable.
• Existing network across elite sports in Italy is desirable.

What Your Success Will Look Like

In 6 months time…

• You have built strong relationships with your customer portfolio and are a trusted, responsive point of contact
• You confidently deliver onboarding, training, and product demonstrations across Catapult's core solutions
• You proactively support customers day-to-day, ensuring consistent and efficient usage
• You maintain clear visibility of account health, identifying risks and opportunities while collaborating effectively with internal teams

In 12 months time…

• You are a trusted performance partner, influencing how customers use Catapult solutions to drive decision-making and performance outcomes
• You independently manage your portfolio, driving high satisfaction, retention, and supporting renewals and growth opportunities
• You deliver advanced insights and analysis that provide measurable value and differentiate Catapult's offering

Why Catapult?

• We have amazing people. We promise you'll work with some of the most ambitious, intelligent people in an exciting industry, and do some of the best work of your life.
• We encourage our people to engage in constructive, open, and honest communication to make Catapult extraordinary.
• We work in a collaborative yet challenging environment to consistently improve our performance, which in turn impacts our customers' performance.
• Our workforce spans more than 20 countries. You'll have the opportunity to work with people from multiple nationalities and cultures, and to build your global awareness.
• We value improvement and development. We are challenging ourselves to continuously grow and become a high-performance company. That means we maintain a growth mindset in everything we do, and our people are always looking for ways to improve. There is an unlimited opportunity to grow, do more, and do better.

Whether you're interested in sports or not, you'll have the satisfaction of knowing your work is supporting some of the most successful teams and athletes on the planet!

Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other marginalized groups tend only to apply when they check every box. So if you have what it takes, but don't meet every single point in our job ad, please still get in touch! We would love to have a chat and see if you could be a great addition to our team. We are building the future of sports performance. Our priority is to find the brightest talent who can add to our team culture, actively contribute, and be excited about what they do.

All offers of employment are subject to Catapult's positive prehire check. To find out more, please contact the Talent Partner for this role.