Customer Success Specialist

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. 

WE WANT PEOPLE WHO ARE PASSIONATE ABOUT CUSTOMER SUCCESS 

We are looking for a talented and enthusiastic Customer Success Specialist whose determination for continuous improvement aligns with our ambitious, fast-growing and transforming company. Based remotely in South Africa, you will be a key player in the growth of the region by providing high quality training, education and support to a select customer base across Catapults’ entire range of athlete tracking hardware and software solutions. You will also be the voice of the customer and assist with the research and development of our technology stack and provide advanced data analysis for both internal staff and existing customers, and therefore need to be fluent in English. The role will work closely with our business development managers, partners and sport scientists throughout EMEA to provide administration documentation, product demonstrations and support new business opportunities for leagues and teams. 

WHAT YOU’LL DO 

• Account manage a select portfolio of teams within your dedicated territory
• Educate customers on best practice when utilizing Catapult technology and value proposition
• Drive new business success & contract extensions through various activities, including performing on-site and virtual product demonstrations. This includes cross selling and upselling across the product platform
• On-going remote support to our growing customer base on Catapult’s entire range of athlete monitoring hardware and software solutions
• Customer service initiatives, follow-up calls, visits, emails and communication central to creating a great customer experience
• Maintaining Client Health through active account management
• Product feedback and innovation internally
• Provide evidence based, scientific materials for marketing, internal and external purpose
• Maintain a large database of information
• Aid in the data analysis of our elite teams where required
• General representation of Catapult at domestic and international conferences where required

Research and development of Catapult’s product stack

• Support renewals end-to-end for a defined book of business, accountable for retention outcomes.
• Lead renewal strategy, including value positioning, stakeholder alignment, and renewal readiness.
• Forecast renewal outcomes accurately and maintain clear visibility of renewal risk.
• Proactively identify, qualify, and drive opportunities with existing Catapult customers
• Actively support the sales team through demos, solution consultancy, and customer advocacy.
• Manage customer satisfaction and adoption as leading indicators of renewal and expansion success, intervening where risk emerges.
  
  

WHAT YOU’LL NEED

• 2+ years working in the elite sporting environment
• Fluent English, bilingual a plus
• Hands on experience with performance monitoring tools such as GPS, velocity based training; Video Analysis; Tactical applications
• Proficient in statistical analysis of large data sets
• Proficient with computers and Microsoft office
• Account management experience with a lar