Customer Success Lead, Hawk-Eye/KinaTrax Baseball

Hawk-Eye Innovations (HEI)•Atlanta, GA

6d•$57,383 - $76,509

About The Position

The Customer Success Lead owns the post-go-live customer experience and ensures clients consistently realize value from our baseball technology solutions. This role sits at the intersection of client engagement, operations, and product performance and serves as the primary customer advocate following installation. You will partner closely with Account Managers, Operations, TechOps, Product, and Field Service teams to drive adoption, satisfaction, and long-term retention across professional, collegiate, and international baseball clients.

Requirements

Proven track record in account management within sports technology or a related industry.
Strong understanding of baseball leagues, technology applications, and market dynamics.
Excellent communication skills, with the ability to build credibility among clients and stakeholders.
Ability to manage multiple projects, prioritize effectively, and work independently.

Nice To Haves

Experience working with large-scale sports data platforms, tracking systems, or real-time data pipelines (e.g., Hawk-Eye, KinaTrax, or comparable systems).
Prior experience supporting professional or collegiate sports organizations, with familiarity navigating league offices, clubs, and multi-stakeholder environments.
Background in product operations, technical program management, or service delivery for SaaS or data-driven products.
Comfort operating as a client-facing technical authority, including leading executive-level conversations on delivery performance, risk, and roadmap timing.
Experience managing escalations in high-stakes, time-sensitive environments.

Responsibilities

Own the day-to-day post-installation customer relationship for assigned accounts
Lead regular client touchpoints and cadence calls
Strong understanding of baseball leagues, technology applications, and market dynamics.
Serve as the primary point of contact for ongoing performance, adoption, and support discussions
Ability to manage multiple projects, prioritize effectively, and work independently.
Translate system performance, data quality, and product usage into clear, actionable client insights
Proactively identify adoption gaps, risks, and potential escalation points before they impact the client
Monitor system health, service levels, and data completeness in partnership with internal teams
Coordinate internal resources (Operations, TechOps, Product, Field Service) to resolve issues and drive outcomes
Act as the customer voice internally, delivering structured feedback to Product and Operations teams
Maintain clear internal visibility into client health, priorities, and risks
Identify upsell and expansion signals and communicate opportunities to the Account Manager & Commercial Manager
Support renewals by maintaining strong relationships, clear value narratives, and client health reporting