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Customer Success Specialist

Catapult Sports

Tokyo, Japan Posted 30+ days ago
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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 HELPING SPORTS ORGANISATIONS GET REAL VALUE FROM CATAPULT Based in Japan, preferably in the Greater Tokyo area, this role is responsible for managing and supporting a portfolio of Catapult customers across the Japanese market, including professional teams, federations, universities, and other high-performance sporting organisations. The key purpose of this role is to drive customer adoption, education, retention, and long-term value across Catapult’s on-field monitoring, gym-monitoring, scouting, and video solutions, while also supporting new business and upsell/cross-sell opportunities. This is a highly customer-facing role that requires strong communication and proactive account management. The successful candidate will be comfortable engaging with coaches, sports scientists, performance staff, analysts, and senior stakeholders. The role will work closely with the Japan commercial and support team, as well as regional teams in APAC. WHAT YOU’LL DO * Account manage the customer base in Japan, driving customer health, adoption, engagement, retention, and growth  * Build trusted relationships with multiple stakeholders within each customer organisation, including coaches, performance staff, analysts, and senior stakeholders * Deliver onsite and remote onboarding, training, workshops, and best-practice education across Catapult products and workflows. Travel regularly within Japan and globally * Proactively identify customer education needs, adoption gaps, renewal risks, growth opportunities, and drive action plans to address these areas. Partner with the commercial team to support these areas * Create, localise, and deliver Japanese-language customer education materials, and help customers navigate Catapult support channels and facilitate technical support * Maintain accurate and timely records in company systems, and gather and communicate customer feedback, product requests, and market insights to internal teams WHAT YOU’LL NEED * Native-level Japanese and professional English communication skills. Competency in other Asia-relevant languages is desirable. * Strong customer-facing presence to represent Catapult professionally, with confidence to lead meetings, training sessions, workshops, and customer discussions independently. Willingness and ability to travel regularly within Japan and internationally when required. * Ability to build trust with elite sporting organisations and communicate effectively with both technical users and senior decision makers. * A proactive ownership mindset, with the ability to identify problems, follow through on actions, and keep stakeholders updated. * Hands-on experience with athlete monitoring, video analysis, scouting, or gym-based performance technology is desirable. * Strong background in either football or rugby is desired. Bachelor’s degree in Exercise and Sport Science, Sports Performance, Strength & Conditioning, or a related field is required. WHAT YOUR SUCCESS WILL LOOK LIKE In 6 months’ time… * You have visited all key accounts and built trusted relationships with key customer stakeholders across the Japan portfolio. * You understand each customer’s objectives, workflows, product usage, account health, and renewal risks. * You understand Catapult’s full stack of solutions and can confidently demonstrate the products, workflows, and value propositions relevant to each customer. * You are independently delivering high-quality onboarding, training, workshops, and customer meetings. * Customer records, stakeholder maps, risks, and action plans are accurate and consistently maintained. * You are working effectively with Sales, Support, Product, and regional CS teams to resolve issues and improve customer adoption, engagement, retention, and growth. In 12 months’ time… * You are recognised as a trusted advisor by Catapult’s customers and key stakeholders in the Japanese sports industry. * Customers are demonstrating stronger adoption, engagement, maturity, and value realisation from Catapult products. * Renewal risks are identified early and managed through clear, proactive account plans. * You are contributing meaningfully to strong retention, successful renewals, and relevant growth opportunities. * You have established scalable Japanese-language education resources and customer engagement programmes. * You are providing valuable customer and market insights that influence Catapult’s product, support, and commercial strategies in Japan. WHY CATAPULT?  * We have amazing people. We promise you’ll work with some of the most ambitious,  intelligent people in an exciting industry, and do some of the best work of your life. * We encourage our people to engage in constructive, open, and honest communication to make Catapult extraordinary.  * We work in a collaborative yet challenging environment to consistently improve our performance, which in turn impacts our customers' performance. * Our workforce spans more than 20 countries. You'll have the opportunity to work with people from multiple nationalities and cultures, and to build your global awareness.   * 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 improve.  There is an 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 athletes on the planet!  Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other marginalized groups tend only to apply when they check every box. So if you have what it takes, but don't meet every single point in our job ad, please still get in touch! We would love to have a chat and see if you could be a great addition to our team. We are building the future of sports performance. Our priority is to find the brightest talent who can add to our team culture, actively contribute, and be excited about what they do. All offers of employment are subject to Catapult's positive prehire check. To find out more, please contact the Talent Partner for this role.

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