Customer Operations Manager (German speaking, Remote)

Join Nezasa as a Customer Operations Manager

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 Nezasa

Nezasa'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 Role

Your 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.

You will…

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

You have…

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

Nice to have

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

What we offer

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

Originally posted on Himalayas