Associate Customer Success Specialist

Job Description

Job Description

Associate 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 SPORTS SCIENCE AND PROVIDING AMAZING CUSTOMER SERVICE 

We are looking for a talented and enthusiastic Associate Customer Success Specialist / Sport Scientist whose commitment to continuous improvement aligns with our ambitious, fast-growing, and transforming company.

You will play a key role in supporting Catapult's customers across North America by delivering high-quality training, education, and post-sale support across Catapult's wearable technology, software solutions, and Perch technology. Working within a pooled customer model, you will build strong customer relationships, understand their performance needs, and help them maximize the value of Catapult and Perch solutions.

You will develop deep product and sport science expertise, using this knowledge to drive product adoption, customer engagement, retention, and value realization. You will analyse and interpret wearable data to provide actionable sport science insights and recommendations, while also supporting internal teams with data analysis and expertise.

You will work closely with Commercial, Technical Support, Product, and Sport Science teams to support existing customers, contribute to new business opportunities, and identify relevant Customer Success Qualified Leads and growth opportunities. You will help coordinate customer needs across these teams, ensuring timely follow-up and a positive customer experience.

You will also act as a voice of the customer, sharing feedback, product requests, and market insights with Product and Engineering teams to help shape the continued development of Catapult and Perch technology.

This role is based in Catapult's Boston office.

WHAT YOU'LL BE DOING 

• Support a pooled customer base across North America, driving customer health, adoption, engagement, retention, and growth across Catapult and Perch solutions.
• Build trusted relationships with key customer stakeholders and provide ongoing support across Catapult's wearable technology, Perch, and software solutions.
• Deliver onboarding, training, workshops, product demonstrations, and best-practice education across Catapult and Perch products and workflows.
• Proactively identify customer needs, adoption gaps, risks, and opportunities, maintaining accurate client health updates and action plans.
• Prioritize and manage customer requests effectively, taking ownership through resolution and escalating to Technical Support when required.
• Partner with Commercial, Product, Technical Support, and Sport Science teams to improve customer outcomes and support new business, renewals, and growth opportunities.
• Provide sport science expertise, including analysis and interpretation of Catapult and Perch data, while identifying Customer Success Qualified Leads and relevant commercial opportunities.
• Gather and communicate customer feedback, product requests, and market insights to inform Catapult and Perch product development, internal strategy, and the overall customer experience.

WHAT YOU WILL NEED 

• 1+ year of experience working in an elite or high-performance sporting environment, with hands-on experience using Catapult wearable technology, within team sports.
• Bachelor's degree in Exercise and Sport Science, Sports Performance, Strength & Conditioning, or a related field is required.
• Foundational understanding of athlete monitoring technologies, including GPS, inertial sensors, and performance data, as well as strength and performance technologies such as Perch.
• Strong ability to analyse, interpret, and communicate Catapult and Perch data to coaches, athletes, performance staff, and other stakeholders.
• Proficiency with Microsoft Excel and/or Google Sheets for analysing and working with large datasets; experience with Power BI or Tableau is an asset.
• Strong communication and relationship-building skills, with the ability to engage effectively with customers and internal stakeholders.
• Ability to work independently, prioritize across a large pooled customer base, and collaborate effectively within a regional team.
• Passion for sport science, technology, and helping elite sporting organizations use Catapult and Perch solutions to improve performance.

WHAT YOUR SUCCESS WILL LOOK LIKE In 6 months' time

• You have established relationships with key stakeholders across the pooled customer base and consistently engage with customers through proactive and reactive touchpoints.
• You can independently deliver onboarding, training, workshops, and product demonstrations across Catapult and Perch solutions.
• You demonstrate proficiency in Catapult and Perch products and can confidently apply sport science knowledge to common customer use cases.
• You maintain accurate and timely client health updates for your customer interactions, including engagement, risks, opportunities, and action items.
• You consistently meet expected response and follow-up timelines for customer requests and own issues through resolution or appropriate escalation.
• You actively collaborate with Technical Support, Commercial, Product, and Sport Science teams to resolve customer needs and improve outcomes.
• You identify and communicate customer adoption gaps, risks, and potential opportunities through regular customer interactions.

In 12 months' time

• You independently manage a high volume of customer interactions across the pooled customer base while consistently delivering a high-quality customer experience.
• You proactively drive adoption and value realization through targeted education, training, and customer engagement.
• You consistently identify customer risks and opportunities through client health updates and take appropriate action to address them.
• You confidently handle more complex product, technical, and sport science conversations, engaging the appropriate internal teams when required.
• You contribute to customer retention, renewals, and relevant growth opportunities by identifying and communicating qualified opportunities to Commercial.
• You have contributed to scalable customer education resources, best practices, and internal knowledge sharing.
• You regularly provide actionable customer and market insights to Product, Support, Commercial, and Sport Science teams.

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 32 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.

 

 

The target Total Compensation range for this position is $40,000 - $94,400 per year. This range is inclusive of base salary and a target incentive plan (which may include equity, commission, or other bonus structures).

Your specific compensation within this range will be determined by factors such as your geographic location, relevant experience, and job-related skills.

In addition to this compensation, Catapult also offers generous paid leave and recognized company holidays, and the opportunity to participate in our comprehensive benefits package, including Health, Dental, and Vision insurance, and 401(k) retirement plan with company match. 

 

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