Customer Success Specialist

Catapult Sports•Boston, MA

1d•$56,559 - $133,479•Remote

About The Position

Catapult is a sports technology company focused on improving the performance of athletes and teams by providing cutting-edge sports performance technology, software, science, and data. They work with over 5,000+ teams globally, including premier teams in major professional and collegiate leagues. Catapult's solutions help optimize athlete health, game-day readiness, performance, and in-game tactics. The company is seeking a Customer Success Specialist to support their customers in the NHL, AHL, and NCAA hockey markets. This role involves building strong customer relationships, delivering training and post-sale support for Catapult's wearable technology, software solutions, and Perch technology. The specialist will manage a portfolio of customers, understand their performance environments and goals, and drive adoption, engagement, retention, and value realization. They will also act as the voice of the customer internally, collaborating with Commercial, Product, and Product Support teams. The role requires up to 40% travel across North America for customer visits, conferences, and industry events, and is based remotely in North America.

Requirements

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, 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.
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.

Nice To Haves

Master’s degree preferred.

Responsibilities

Own the customer lifecycle and manage a dedicated portfolio of NHL, AHL, 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.