Customer Success Manager

• Design and deliver high-value presentations and technical workshops for professional clubs, federations, and high-level decision-makers
• Represent Catapult as a speaker and subject matter expert at tactical roundtables, federation assemblies, industry conferences, and major business events
• Onboard and train professional soccer clubs on Catapult's integrated suite of Video Analysis, Integrated Wearable/GPS Data, Tactical Metrics, and Catapult Hub
• Support soccer clubs transitioning to Impect, Focus, and Catapult video platforms
• Align analytical workflows with Impect data sets and Catapult wearable metrics to ensure seamless migration and rapid time-to-value
• Act as a trusted strategic consultant for Performance Directors, Head Analysts, and Technical Staff
• Evaluate account health, understand high-level club decisions, protect core revenue, and identify upsell, cross-sell, and churn risks
• Travel extensively across North America to conduct hands-on training, match-day or pre-season support, tactical workshops, and industry events
• Collect structured customer feedback and collaborate with Product Management to influence the tactical software roadmap
• Collaborate with Business Development Managers to retain existing clients, expand product adoption, and identify revenue opportunities
• Establish commercial cadence, conduct account audits, lead client implementations, and support retention and expansion ACV across the soccer portfolio

Customer Success Specialist

• Own customer onboarding and deployment from Closed Won through successful adoption
• Drive required setup and coordinate with the Provisioning team
• Guide integrations such as SSO and device management
• Ensure customers consistently reach 80%+ device enrollment
• Monitor customer health and proactively address stalled or underutilized accounts
• Help customers adopt new products and features
• Provide technical enablement when needed
• Define customer lifecycle milestones, owners, handoffs, and success metrics
• Establish metrics for deployment, adoption, customer health, retention, and expansion
• Build Customer Success playbooks and processes
• Create customer-facing documentation, education, communications, and enablement programs
• Identify whether recurring problems require process, automation, service, or product solutions
• Provide structured customer feedback to Product and Engineering
• Help define the future Customer Success function and hire, onboard, and develop team members

Customer Success Lead

• Lead, develop, and directly manage a team of Field Reimbursement Managers
• Execute the PECS Field Reimbursement Manager strategy across Neuroscience healthcare provider accounts
• Ensure healthcare providers, patients, and caregivers have information, tools, and resources to start and stay on therapy
• Foster communication across Patient Access, Pharmacy Access, Medical, Market Access, Brand Marketing, and Field Sales
• Lead, motivate, coach, develop, and retain a diverse team
• Manage up to 10 direct reports to maximize access and fulfillment impact
• Develop short- and long-term strategic plans and manage execution of related tactics
• Establish team culture, drive accountability, manage FRM performance, and achieve team goals
• Coach FRMs to use data insights and account management competencies to address access barriers
• Support team members in addressing patient obstacles involving Buy & Bill, Medical Benefit, AOB, specialty pharmacy, and pharmacy benefit
• Build trust-based relationships and collaborate with internal and external partners
• Work in the field with minimal supervision
• Manage and allocate budget in alignment with team objectives
• Carry out responsibilities in adherence to the JJIM Credo, HCC Guidelines, and FRM Rules of Engagement
• Report to the Field Director, Field Access & Affordability Solutions within PECS

Associate Director – Field Reimbursement, Patient Engagement & Customer Solution

• Lead, motivate, coach, develop, and retain a diverse team of Field Reimbursement Managers
• Directly manage a regionally aligned team of up to 10 direct reports
• Execute the PECS Field Reimbursement Manager strategy across Neuroscience healthcare provider accounts
• Maximize access and fulfillment impact for patients starting or staying on therapy
• Develop short- and long-term strategic plans and manage execution of related tactics
• Pull through district vision, create team culture, drive accountability, manage FRM performance, build customer relationships, and achieve team goals
• Coach FRMs to use data insights and account management competencies to address access barriers
• Support identification and resolution of access and fulfillment obstacles involving Buy & Bill, Medical Benefit, Assignment of Benefit, specialty pharmacy, and pharmacy benefit
• Build relationships and collaborate with Sales District Managers, SCG, Franchise Marketing, Brand, and other internal and external partners
• Work in the field with minimal supervision
• Manage and allocate budget in alignment with team objectives
• Foster communication across Patient Access, Pharmacy Access, Medical, Market Access, Brand Marketing, and Field Sales
• Report to the Field Director, Field Access & Affordability Solutions within the PECS organization

Associate Director – Field Reimbursement, Patient Engagement, Customer Solution

• Monitor daily production queues and system dashboards to ensure data and image processing meets service-level targets
• Validate and reconcile event data, image sets, and batch records
• Identify and escalate anomalies, system delays, or quality issues to technical or operations teams
• Coordinate with Operations, Vendor/Vendor contacts, and Research & Development teams to troubleshoot data flow or configuration issues
• Maintain production logs, performance metrics, and quality control documentation
• Support release and deployment activities, ensuring data continuity during software updates and maintenance windows
• Contribute to process improvement efforts that enhance automation, accuracy, and scalability of production workflows

Customer Success Associate III

• Manage a portfolio of SMB private practices
• Serve as a primary point of contact for customers, handling inbound support questions and helping resolve day-to-day issues
• Manage a high volume of customer interactions across phone, SMS, and email
• Help customers understand and get the most value from Nitra’s products and services
• Proactively reach out to inactive and non-spending customers to drive re-engagement and usage
• Identify customer issues or barriers to usage and work to resolve them quickly
• Follow up with customers on open questions, requests, and next steps to ensure issues are fully resolved
• Track customer activity and use data to identify accounts that may need additional outreach or support
• Partner with Sales, Product, Operations, and Support to resolve customer issues and improve the customer experience
• Learn and apply repeatable customer engagement and reactivation playbooks as the team scales
• Translate complex technical and fintech concepts into simple, actionable value for doctors, office managers, and practice admins
• Operate with a high level of urgency and ownership in a fast-paced environment

Customer Success Manager jobs in District of Columbia

Customer Success Specialist

Customer Success Lead

Associate Director – Field Reimbursement, Patient Engagement & Customer Solution

Associate Director – Field Reimbursement, Patient Engagement, Customer Solution

Customer Success Associate III

Associate Customer Success Manager