Associate Customer Success Specialist

Supports 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, it builds strong customer relationships, understands performance needs, and helps customers maximise the value of Catapult and Perch solutions. The specialist develops deep product and sport science expertise to drive product adoption, customer engagement, retention, and value realisation, while analysing wearable data to provide actionable sport science insights and recommendations.

• Support a pooled customer base across North America, independently managing a high volume of customer interactions while 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.
• Prioritise 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.
• Contribute to scalable customer education resources, best practices, and internal knowledge sharing.
• Consistently meet expected response and follow-up timelines for customer requests and own issues through resolution or appropriate escalation.

• 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.
• 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.
• Strong communication and relationship-building skills, with the ability to engage effectively with customers and internal stakeholders.
• Ability to work independently, prioritise across a large pooled customer base, and collaborate effectively within a regional team.
• Passion for sport science, technology, and helping elite sporting organisations use Catapult and Perch solutions to improve performance.

• Experience with Power BI or Tableau is an asset.

• This role is based in Catapult's Boston office.

• The range is inclusive of base salary and a target incentive plan, which may include equity, commission, or other bonus structures.
• Specific compensation within this range will be determined by factors such as geographic location, relevant experience, and job-related skills.

• Generous paid leave and recognised company holidays.
• Opportunity to participate in a comprehensive benefits package, including Health, Dental, and Vision insurance.
• 401(k) retirement plan with company match.