SENIOR DIRECTOR, CUSTOMER OPERATIONS

WE EXIST TO IMPROVE THE PERFORMANCE OF ATHLETES AND TEAMS

Our mission is to improve the performance of athletes and teams, which we do by engineering the premier technology platform for sport. We've been at the forefront of sports technology and science since 2006 - we don't just work in the sporting industry, we are actively changing its future.  Our solutions are designed to help athletes and coaches “play smart” in a world where 1% can literally mean the difference between winning and losing.

We work with over 3,000 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.  Our solutions include wearable technology, video analytics, and athlete monitoring solutions, and we are passionate about helping sports organizations at all levels to better scout, recruit, teach, and win.

This role will shape and execute a comprehensive customer engagement strategy, delivering a balanced no-touch (digital), low-touch, and high-touch model that aligns with our regionalised teams. The strategy will transcend regional and sport-specific nuances, providing clear direction to internal teams and delivering an exceptional, unified experience to our customers.

You’ll collaborate cross-functionally with Sales, Customer Success, Marketing, Technical Support, Product, and Product Marketing to align customer strategies, drive adoption, and maximize customer outcomes.

Additionally, this role will play a critical part in commercial integration of acquired businesses and partnerships, ensuring a seamless transition and consistent experience for both internal teams and customers.

This role will be based in London and will report directly to the VP Commercial. 

 

WHAT YOU’LL BE DOING

• Develop and execute a global Customer Success strategy that scales across no-touch, low-touch, and high-touch engagement models.
• Drive alignment across key teams: Sales, CS, Marketing, Product, and Support to ensure a consistent customer journey globally.
• Create frameworks and processes that standardize customer experience, engagement, and success metrics across all regions.
• Lead the commercial integration of acquired businesses and partnerships into Catapult’s customer ecosystem, ensuring seamless transitions and alignment with the global CS strategy.
• Define customer segmentation strategies, ensuring tailored approaches that enhance adoption, retention, and expansion.
• Leverage data and insights to inform strategy, measure success, and continuously improve customer engagement and outcomes.
• Benchmark against SaaS industry best practices and incorporate relevant innovations to future-proof Catapult’s Customer Success strategy.
• Serve as a thought leader in Customer Success, both internally and externally, representing Catapult at industry events and with key stakeholders.

 

WHAT YOU WILL NEED

• Proven experience designing and executing global Customer Success strategies within a fast-growing SaaS environment.
• Deep understanding of customer engagement models, including no-touch/digital, low-touch, and high-touch frameworks.
• Demonstrated success in leading cross-functional teams and initiatives, driving alignment, and influencing senior stakeholders.
• Experience managing process alignment.
• Strong strategic thinking and analytical skills, comfortable using data to drive decisions and measure success.
• Excellent communication and collaboration skills, with the ability to navigate complex stakeholder environments across regions and functions.
• Passion for customer-centricity and delivering exceptional experiences at scale.
•  Familiarity with the sports technology industry and/or working with high-performance teams.

WHY CATAPULT? 

• We have amazing people. We can promise you will work with some of the most ambitious and intelligent people in an exciting industry, and you will do some of the best work of your life.
• We encourage our people to have constructive, open and honest communication; to make Catapult extraordinary; innovate and create smart solutions; establish a collaborative, yet challenging, environment to develop our performance and the performance of our customers.
• Our workforce spans more than 20 countries, you'll have the opportunity to work across multiple nationalities and cultures, and build your global awareness and capability even beyond what it is today.
• We value improvement and development. We are challenging ourselves to continuously grow and become a high-performance company. That means we maintain a growth mindset in everything we do, and our people are always looking for ways to do things better.  There is unlimited opportunity to grow, do more, and do better.

 

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 realise 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.