Do you get energy from making customers successful, and from working across people, technology and business goals to get there? We're looking for an experienced Customer Operations Manager with a solid technical project management background to own customer relationships in the German speaking market.
About NezasaNezasa's solutions help Tour Operators, Travel Agencies and Airlines boost sales, optimise operations, reduce costs and create memorable experiences. We're a travel tech innovator shaping the future of travel.
The RoleYour north star is simple: provide the best Customer Operations experience to every customer you own.
In practice, that means talking to many different stakeholders about very different topics on any given day:
- showing a customer a new feature and how it fits their business
- collecting customer feedback on bugs or functionality and taking it to our Product and Engineering teams, then closing the loop with the customer
- setting up the onboarding plan for a new customer and guiding them to go live as fast as possible
- aligning with a technical partner or supplier, or with the customer's IT team, on an integration
A good part of our operations is technical. You will regularly run projects with integrations and dependencies across our Product and Engineering teams, our technical partners and our customers' technical teams. That's why technical project management skills matter a lot in this role.
You own a portfolio of customers, from standard setups to complex, multi stakeholder accounts. You stay their single point of contact for everything operational, from contract signature through onboarding, go live and steady state.
We are an AI first company. Every person and team at Nezasa is expected to use AI in their daily work and to help rethink how work gets done. You'll work with tools such as Claude, Gemini and Intercom (Fin), and you'll help shape how AI changes customer operations.
Location: Remote (Europe). Offices in Lisbon and Zurich are available if you'd like to use them.
Language: Fluent German and English required.
- Own a portfolio of customers, mainly in the German-speaking market, from contract signature to steady state
- Plan and run customer onboarding projects end to end: define scope, milestones, dependencies and risks, and get customers to go live in the shortest possible time
- Coordinate multi-phase rollouts across internal teams, technical partners, suppliers and customer side teams
- Keep timelines, blockers, and decisions visible to all stakeholders, and escalate early when a project is at risk
- Lead configuration workshops and manage product setups, including integrations with suppliers and third-party systems
- Join technical conversations with customers, partners, and Engineering: understand the problem, translate between business and technical language, and keep everyone aligned while Engineering owns the solution
- Run hypercare after go-live so the customer moves smoothly into steady state
- Drive product adoption proactively: monitor usage data, spot low engagement, showcase new features, and recommend improvements
- Collect customer feedback on bugs and functionality, turn it into clear input for Product and Engineering, and close the loop with the customer
- Handle L2+ support for your customers where product knowledge, customer context, or cross-functional coordination is needed
- Monitor the operational health of your portfolio and escalate risks early
- Work closely with Account Management and Sales and flag expansion opportunities, renewal risks, and churn signals
- Document common patterns, gaps and workarounds, and contribute to standardising and automating our playbooks
- 4+ years of experience in a customer-facing role within B2B software, for example, Delivery Manager, Implementation Manager, Customer Success Manager, Onboarding Manager or Technical Account Manager
- Strong preference: previous experience as a Delivery Manager or Technical Project Manager. If your title was different but you ran software projects with engineering teams, integrations or APIs, tell us about it.
- Proven ability to run projects end to end: scoping, planning, managing dependencies and risks, and delivering on time with several stakeholders
- Excellent communication skills in German and English, and the ability to adapt your message to very different audiences
- A highly proactive mindset: you anticipate problems and act before being asked
- Very strong organisational skills: you handle several customers and projects at once without losing track
- The ability to work autonomously in a remote setup, owning your outcomes and knowing when to pull others in
- Curiosity and courage to dig into unfamiliar territory
- An AI-first attitude: you already use AI tools in your daily work and want to push further
- Strong plus: the ability to bridge business and technical topics, and to handle a good part of a technical conversation with engineers, partners, and customer IT teams (integrations, APIs, configurations)
- Strong plus: proven experience of building tools, automations, or workflows with AI
- Experience in the travel industry
- Background in consulting or professional services
- Fully remote setup with flexible hours
- State-of-the-art equipment
- Yearly home office voucher at retail partners
- Discounts on travel itineraries booked through our platform, plus yearly top-ups
- Your birthday off
- Additional holidays for each year of service
- Access to advanced AI tooling and expertise
- Team events and regular in-person get-togethers
- Opportunities for career development and learning
- A team of rockstar colleagues
Skills Required
- 4+ years of experience in a customer-facing role within B2B software
- Experience running software projects end to end, including scoping, planning, dependencies, risks, and delivery
- Fluent German and English communication skills
- Strong organizational, proactive, autonomous, and remote-work skills
- Ability to manage multiple customers and projects simultaneously
- AI-first attitude and experience using AI tools in daily work
- Previous experience as a Delivery Manager or Technical Project Manager
- Ability to bridge business and technical topics, including integrations, APIs, and configurations
- Experience building tools, automations, or workflows with AI
- Experience in the travel industry
- Background in consulting or professional services
What We Do
Nezasa provides a travel platform that allows companies to easily manage itineraries from start to finish. We believe businesses thrive when they have the tools to create memorable experiences, spend less time on manual work and sell more by leveraging supply sources and opening up additional markets. With our TripBuilder solution, planning, booking and managing itineraries is as enjoyable as the trip itself for both travel agents and their customers. Based in Switzerland and Portugal and with a presence in the UK and Germany, Nezasa is a global leader in opening up the power of digital transformation for travel businesses. Mission Our mission is to transform the travel industry by providing an all-in-one platform that simplifies the planning, management, and distribution of travel itineraries. Nezasa enables companies to grow and deliver personalised travel experiences at scale while increasing efficiency across their operations. Vision Travel. Without Friction. Our vision is to change how people experience travel, placing agencies and tour operators at the forefront of this transformation. We want to empower travel providers with the tools to sell complete itineraries simply and efficiently. We understand the complexity of the travel industry, and we’re building a product that eliminates friction around selling and fulfilling travel packages. At Nezasa, we are using technology to create a more connected industry, tackling complexity and ensuring a world where every journey is friction-free.
