Customer Success Specialist

Job Description

Job Description

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 Customer Success Specialist 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 the NHL, AHL, PWHL, and NCAA hockey markets by building strong customer relationships and delivering high-quality training, education, and post-sale support across Catapult's wearable technology, software solutions, and Perch technology.

You will manage a dedicated portfolio of customers, developing a strong understanding of each organization's performance environment, goals, workflows, and challenges. You will use your sport science and product expertise to drive adoption, engagement, retention, and value realization, while serving as a trusted partner to coaches, performance staff, and other key stakeholders.

You will be the voice of the customer internally, working closely with Commercial, Product, and Product Support to represent customer needs, communicate feedback, identify opportunities, and help ensure Catapult continues to deliver solutions that meet the evolving needs of the hockey market.

This role will require up to 40% travel across North America to customer sites, conferences, and industry events. Regular in-person engagement will be an important part of building relationships, supporting adoption and education, understanding customer needs, and proactively identifying opportunities and risks.

You will also represent Catapult at hockey-specific conferences and industry events alongside Commercial, helping build relationships, share sport science and product expertise, and strengthen Catapult's presence within the hockey market.

WHAT YOU'LL BE DOING

• Own the customer lifecycle and manage a dedicated portfolio of NHL, AHL, PWHL, and NCAA hockey customers, taking responsibility for overall client health, adoption, engagement, retention, and value realization across Catapult and Perch solutions.
• Build trusted relationships across performance, coaching, medical, analytics, and leadership groups, developing a strong understanding of stakeholder goals, workflows, challenges, and priorities.
• Develop and maintain account plans for key customers, aligning engagement and education with the hockey calendar, including preseason, regular season, playoffs, offseason, and training camp.
• Travel to customer sites to provide in-person education and support, strengthen relationships, understand evolving customer needs, proactively identify risks and opportunities, and share relevant hockey-specific best practices.
• Deliver onboarding, training, workshops, product demonstrations, and hockey-specific best-practice education across Catapult and Perch, both virtually and on-site, while identifying opportunities to broaden adoption.
• Analyze and interpret Catapult and Perch data to provide actionable sport science insights and recommendations relevant to hockey performance environments, and identify opportunities to improve customer outcomes.
• Work closely with Commercial, Product, and Product Support as the voice of the customer, communicating customer feedback, product needs, technical challenges, competitive insights, and opportunities, while proactively managing customer issues and escalations.
• Maintain accurate customer records by consistently logging customer activity, updating client health, documenting key interactions, and tracking risks, opportunities, action items, and follow-ups, while identifying opportunities for customer advocacy and upsell.

WHAT YOU WILL NEED

• 3+ years of experience working within an elite or high-performance hockey environment, with hands-on experience using Catapult wearable technology..
• Demonstrated experience working directly with a hockey team that uses Catapult, with experience in the NHL, AHL, PWHL, NCAA, or another high-performance hockey organization preferred.
• Bachelor's degree in Exercise and Sport Science, Sports Performance, Strength and Conditioning, or a related field required; Master's degree preferred.
• Strong understanding of athlete monitoring technologies, including GPS, inertial sensors, performance data, and strength and performance technologies such as Perch.
• Strong ability to analyze, interpret, and communicate Catapult and Perch data and translate sport science concepts into practical recommendations.
• Strong customer relationship management and communication skills, with the ability to build credibility and trust with experienced performance professionals across multiple stakeholder groups.
• Ability to independently manage a customer portfolio, develop account plans, prioritize competing needs, identify risks and opportunities, and make sound decisions while knowing when to engage internal teams.
• Willingness and ability to travel up to 40% across North America and represent Catapult professionally at customer meetings, conferences, and industry events.

In 6 months' time

• You have established strong relationships with key stakeholders across your NHL, AHL, PWHL, and NCAA customer portfolio and are recognized as a trusted point of contact.
• You understand your customers' performance environments, goals, workflows, stakeholder needs, and key business and performance priorities.
• You have established account plans and a consistent cadence of virtual and in-person customer engagement aligned with each customer's hockey calendar.
• You can independently deliver onboarding, training, workshops, and product demonstrations across Catapult and Perch.
• You demonstrate strong proficiency across Catapult and Perch products and confidently apply sport science knowledge to hockey-specific use cases.
• You proactively monitor client health, adoption, risks, opportunities, and action items while maintaining accurate account information and activity records.
• You have established effective working relationships with Commercial, Product, and Product Support and are recognized internally as a strong voice for your customers.
• You have participated in hockey-specific conferences and industry events alongside Commercial, confidently representing Catapult and building relationships with customers and prospects.

In 12 months' time

• You independently manage the customer lifecycle across your portfolio and consistently deliver a proactive, high-quality customer experience.
• You are viewed by customers as a trusted partner who understands their hockey performance environment, stakeholder needs, and seasonal priorities.
• You proactively drive adoption and value realization through education, training, data analysis, customer engagement, and on-site visits.
• You consistently identify and address customer risks, adoption gaps, and opportunities before they become significant issues.
• You confidently manage more complex product, technical, and sport science conversations, engaging Product and Product Support when required.
• You actively contribute to customer retention and renewals by maintaining strong relationships, identifying potential risks early, and partnering effectively with Commercial.
• You identify and communicate qualified upsell and growth opportunities to Commercial based on customer needs, product usage, and evolving organizational priorities, while identifying opportunities for customer advocacy.
• You are recognized internally as the voice of the customer, providing actionable customer, competitive, and market insights that help inform Commercial, Product, and Product Support.

WHY CATAPULT? 

• We have amazing people. We can promise you will work with some of the most ambitious and intelligent people in an exciting industry, and you will do some of the best work of your life.
• We encourage our people to have constructive, open and honest communication; to make Catapult extraordinary; innovate and create smart solutions; establish a collaborative, yet challenging, environment to develop our performance and the performance of our customers.
• Our workforce spans more than 20 countries, you'll have the opportunity to work across multiple nationalities and cultures, and build your global awareness and capability even beyond what it is today.
• 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 do things better.  There is 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 individual athletes on the planet! While we have access to many exciting opportunities, we also realise that we are here to do a very important job for our customers. As a result, we aim to work with purpose and intention. We look for people that fit into our team culture, those who actively contribute and individuals who are excited about what they do. 

In order to build the future of sports performance, we need the brightest talent in order to do so. If you think you can contribute to the empowering, enjoyable and exciting Catapult environment, then we invite you to apply.

Compensation & Benefits

The target Total Compensation range for this position is $56,559 to $133, 479 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.