[Hiring] Customer Operations Manager @Nezasa

Role Description

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.

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 various topics.
• 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.

Qualifications

• 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.
• 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.

Requirements

• 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.

Benefits

• 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.