Customer Success - Lead (Hawk-Eye/KinaTrax)

Reporting to: Manager, Accounts

Contract: Full-Time, Permanent

Location: Atlanta, GA

Salary: $57,383 - $76,509 Annually, plus bonus options and benefits package

Role Overview:

The Customer Success Lead owns the post-go-live customer experience and ensures clients consistently realize value from our baseball technology solutions. This role sits at the intersection of client engagement, operations, and product performance and serves as the primary customer advocate following installation.

You will partner closely with Account Managers, Operations, TechOps, Product, and Field Service teams to drive adoption, satisfaction, and long-term retention across professional, collegiate, and international baseball clients.

What You’ll Be Responsible For:

Customer Ownership & Engagement

• Own the day-to-day post-installation customer relationship for assigned accounts

• Lead regular client touchpoints and cadence calls

• Strong understanding of baseball leagues, technology applications, and market dynamics.

• Serve as the primary point of contact for ongoing performance, adoption, and support discussions

• Ability to manage multiple projects, prioritize effectively, and work independently.

Performance, Adoption & Risk Management

• Translate system performance, data quality, and product usage into clear, actionable client insights

• Proactively identify adoption gaps, risks, and potential escalation points before they impact the client

• Monitor system health, service levels, and data completeness in partnership with internal teams

Cross-Functional Coordination

• Coordinate internal resources (Operations, TechOps, Product, Field Service) to resolve issues and drive outcomes

• Act as the customer voice internally, delivering structured feedback to Product and Operations teams

• Maintain clear internal visibility into client health, priorities, and risks

Growth & Retention Support

• Identify upsell and expansion signals and communicate opportunities to the Account Manager & Commercial Manager

• Support renewals by maintaining strong relationships, clear value narratives, and client health reporting

What We Need From You:

Essential Qualifications & Skills:

• Proven track record in account management within sports technology or a related industry.

• Strong understanding of baseball leagues, technology applications, and market dynamics.

• Excellent communication skills, with the ability to build credibility among clients and stakeholders.

• Ability to manage multiple projects, prioritize effectively, and work independently.

Desirable Qualifications & Skills:

• Experience working with large-scale sports data platforms, tracking systems, or real-time data pipelines (e.g., Hawk-Eye, KinaTrax, or comparable systems).

• Prior experience supporting professional or collegiate sports organizations, with familiarity navigating league offices, clubs, and multi-stakeholder environments.

• Background in product operations, technical program management, or service delivery for SaaS or data-driven products.

• Comfort operating as a client-facing technical authority, including leading executive-level conversations on delivery performance, risk, and roadmap timing.

• Experience managing escalations in high-stakes, time-sensitive environments.

Why This Is the Right Opportunity for You:

This role is ideal for someone who thrives on ownership, structure, and execution in complex environments. You will play a critical role in ensuring that industry-leading baseball data products are delivered reliably and transparently to the world’s most demanding professional and collegiate partners.

At Hawk-Eye and KinaTrax, you’ll work at the center of product, technology, and client relationships, with real influence over how data delivery scales, how clients experience our products, and how we continue to set the standard for baseball technology worldwide.