Customer Operations Manager (Lisbon, Hybrid)

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 across our international portfolio.

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 (many of them based in Lisbon), 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: Lisbon, Portugal preferred (hybrid, with our office in central Lisbon). Remote within Portugal is possible for the right profile.
Language: Fluent English required.

You will…

• Own a portfolio of international customers 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 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 / 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 English, and the ability to adapt your message to very different audiences in a multicultural environment
• 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, 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)
• Proven experience of building tools, automations or workflows with AI
• Experience in the travel industry
• Background in consulting or professional services
• Additional languages (Portuguese, Spanish, French or German)

What we offer

• Hybrid work setup with flexible hours
• Modern office in central Lisbon
• State of the art equipment
• Health insurance for you and your family
• Yearly home office voucher at retail partners (Ikea, Amazon, Fnac)
• 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
• Opportunities for career development and learning
• A team of rockstar colleagues