HYROX365 Junior Customer Success Manager (m/f/d)

HYROX is a global sports event series that combines running and functional fitness training in a unique race format. Founded in Germany in 2017, HYROX has evolved into a worldwide fitness movement with events across five continents, attracting millions of athletes every season.

HYROX365 is our gym partnership solution: a complete ecosystem for gyms and coaches to integrate HYROX into their businesses. It includes weekly training programming, educational support, marketing rights, and co-branding opportunities to help gyms build a strong and successful HYROX community.

As Customer Success Manager (m/f/d), you will play a crucial role in driving affiliate retention, brand integrity, and partner engagement across our growing global network. Moving beyond standard support, you will serve as a dual-impact operator: reactively managing complex inquiries, complaint escalations, and cross-departmental requests, while proactively using account data to boost system usage, deliver affiliate benefits, and guide gyms in building successful HYROX classes and communities.

In this role, you will own the critical points of the affiliate lifecycle - from managing early access ticket launches to jumping on high-stakes recovery calls to turn around cancellation requests. You will act as a guardian of the brand by identifying and resolving brand misuse, while serving as a key operational bridge by reporting vital account health data.

Balancing day-to-day resolution with long-term partner health, you will combine high emotional intelligence, data-driven strategy, and firm account management to protect retention, streamline support workflows, and maximize partner success across our expanding network.

YOUR KEY RESPONSIBILITIES

• Account Management & Proactive Success: Serve as the primary touchpoint for affiliates and gyms, driving proactive account engagement, tracking system usage, and guiding clients on implementing successful HYROX classes and community-building initiatives.

• Retention, Churn & Cancellation Recovery: Monitor account health indicators to flag early churn risks. Lead direct recovery calls for cancellation requests, identifying pain points and executing retention strategies to keep affiliates engaged.

• Affiliate Benefits & Ticket Access: Manage the end-to-end delivery of affiliate benefits, including coordinate early access and special allocations for HYROX ticket launches.

• Brand Protection & Misuse Enforcement: Actively monitor and address instances of brand misuse, ensuring non-compliant gyms or unauthorized entities strictly adhere to HYROX trademark and affiliation guidelines.

• Customer Support & Escalations: Provide high-quality reactive support, handling complex customer inquiries, managing escalations/complaints, and efficiently re-directing cross-departmental requests to the relevant teams.

• Data Reporting & Proactive Insights: Synthesize usage, support, and account health data into actionable reports for Regional Sales Captains. Use data insights to implement proactive operational and account-level changes.

YOUR PROFILE

• Professional Experience: 1–3 years of experience in Customer Success, Account Management, or Client Retention, preferably within a B2B, SaaS, sports, or fitness affiliate network environment.

• Retention & Commercial Acumen: Proven track record of handling high-stakes retention calls, managing churn risks, and conducting delicate financial/collections conversations with confidence and empathy.

• Data-Driven & Proactive Mindset: Highly skilled in analyzing platform usage and ticket data to spot trends, implement proactive account strategies, and deliver clear metrics to leadership and Sales Captains.

• Communication & Negotiation Skills: Exceptional written and verbal communication with strong conflict-resolution abilities, capable of enforcing brand guidelines and de-escalating customer complaints professionally.

• Tech & Platform Proficiency: Hands-on experience with modern ticketing platforms and CRMs (e.g., Zendesk, Pipedrive, Salesforce) and maintaining clean, accurate account records.

• Fitness Industry Knowledge: Deep understanding of gym operations, group fitness class execution, and functional fitness communities.

• Language Skills: C-Level / Native-level English proficiency; additional European languages (e.g., German, French, Spanish) are a strong plus.

WHAT WE OFFER

• The opportunity to take on responsibility in a fast-growing, international company with a strong sports DNA.

• Flat hierarchies, quick decision-making processes, and plenty of room for your ideas.

• A motivated, international team with a genuine passion for sports and events.

• A healthy work-life balance thanks to flexible, trust-based working hours.

• A modern office in a top location – right in Hamburg Altona with excellent transport connections.

• 28 vacation days to recharge and reset.

• A Wellpass membership and discounted lunch options in-house.

• Your Deutschlandticket is fully covered by us – nationwide mobility, 100% on us.

• Employee discounts in our HYROX stores.

INTERESTED?

Then we look forward to receiving your application. Simply upload your CV as a PDF (no photo required) and answer the questions in the application form. Your contact person is Lotte (HYROX People).

We are committed to creating an inclusive and respectful work environment. All qualified applicants will receive consideration for employment without regard to ethnicity, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or any other protected characteristic. We value diversity and are committed to fostering equal opportunity for all.