COO (Chief Operating Officer)

At Neostella, we take a customer-centric approach and use cutting-edge technologies to deliver solutions to meet the unique needs of our clients' business. Our offerings include Neodeluxe Legal Solutions, Work-Relay process and workflow solutions for Salesforce, Robotic Process Automation, and Application Integration. In order to continue our growth, we are seeking a strategic and execution-focused Chief Operating Officer (COO) to lead and scale operational functions at the intersection of law and technology. As a key member of the executive team, the COO will oversee core business operations, streamline internal processes, and ensure alignment between product development, client delivery, legal compliance, and company strategy. The ideal candidate has a strong background in tech operations, understands the complexities of the legal industry, and thrives in a fast-paced, innovative environment. By joining our team, you'll work in a fast-paced, rapidly growing, startup environment. The growth potential and opportunities here are endless and we want you to be a part of our journey. Curious what your day would look like as a Chief Operating Officer? Check out the details below!​

Key Responsibilities{​{:}

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• Lead company-wide operations across Product Delivery, Legal Tech Services, Customer Success, and Partner Success teams to ensure consistent and high-quality execution.
• Design and implement scalable systems, processes, and team structures that support customer onboarding, retention, and satisfaction.
• Develop a holistic customer journey strategy in collaboration with Product and Sales to ensure seamless transitions from sales to implementation to support.
• Manage and grow the Customer Success team, focusing on proactive client engagement, value realization, renewal, and upsell opportunities.
• Oversee the Partner Success function, building programs to enable law firm and legal service provider partners with the tools, training, and support needed to deliver high-impact solutions.
• Establish clear KPIs for customer and partner success metrics (e.g., NPS, churn, CSAT, partner activation rates) and use insights to drive continuous improvement.
• Champion a customer- and partner-centric culture throughout the organization, ensuring feedback loops inform product development and strategic planning.
• Build scalable playbooks for managing strategic accounts and partner relationships, including escalation, support, and engagement frameworks.
• Collaborate closely with the CEO, CTO, and CPO to align operational strategy with company growth goals and product roadmap.
• Oversee financial planning, budget allocation, and forecasting for operational departments, including success teams.
• Maintain strong compliance practices in client-facing operations, with awareness of legal data privacy and security standards (e.g., SOC 2, GDPR, HIPAA).
• Manage risk, quality assurance, and client satisfaction across all operational touchpoints.
• Support strategic initiatives including international expansion, new product rollouts, and strategic partnerships.

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• 8 years of experience in operations leadership, ideally within a SaaS, legal tech, or B2B software company.
• Direct experience managing Customer Success, Account Management, or Partner Enablement teams.
• Proven ability to scale post-sale operations while maintaining high levels of client satisfaction and retention.
• Strong understanding of the legal industry, legal ops, or previous experience supporting law firms or corporate legal teams.
• Knowledge of compliance standards including GDPR, HIPAA, SOC 2, ISO 27001, and legal data governance.
• Excellent financial, strategic, and leadership skills with the ability to influence at all levels.
• Proficiency in operational tech stacks such as CRM (Salesforce, HubSpot), CS platforms (Gainsight, ChurnZero), and project management tools.
• Bachelor's degree in Business, Operations, Law, or related field. MBA or JD preferred