Customer Success Specialist

The Customer Success Specialist supports Catapult's customers across the NHL, AHL, PWHL and NCAA hockey markets by building strong relationships and delivering high-quality training, education and post-sale support across Catapult's wearable technology, software solutions and Perch technology. The role manages a dedicated portfolio of customers, developing understanding of each organisation's performance environment, goals, workflows and challenges. The specialist uses sport science and product expertise to drive adoption, engagement, retention and value realisation, serving as a trusted partner to coaches, performance staff and other stakeholders.

• 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 renewals, and value realisation 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.
• Analyse 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.
• Act as the voice of the customer internally, working closely with Commercial, Product and Product Support to communicate customer feedback, product needs, technical challenges, competitive insights and opportunities, and proactively manage 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.
• 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.
• Manage more complex product, technical and sport science conversations, engaging Product and Product Support when required.

• 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.
• Bachelor's degree in Exercise and Sport Science, Sports Performance, Strength and Conditioning, or a related field.
• Strong understanding of athlete monitoring technologies, including GPS, inertial sensors, performance data, and strength and performance technologies such as Perch.
• Strong ability to analyse, 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, prioritise 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.

• Experience in the NHL, AHL, PWHL, NCAA or another high-performance hockey organisation.
• Master's degree.

• Up to 40% travel across North America to customer sites, conferences and industry events.

• Target total compensation range: $56,559 to $133,479 per year, 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.