Customer Success Specialist
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Job description
About the Position
Customer Success Specialist
Location: Boston, MA
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.
Responsibilities
- 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.
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, 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.
We Offer
- Compensation: 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).
- Benefits: Generous paid leave, recognized company holidays, and a comprehensive benefits package including Health, Dental, and Vision insurance, and 401(k) retirement plan with company match.
- Work Environment: Join a team of ambitious and intelligent people in an exciting industry, working with some of the best teams and individual athletes on the planet.
About the Company
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 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.
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 realize 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.
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