• Define and lead an exceptional end-to-end customer experience for HCM service providers, from onboarding and implementation through ongoing support, training, professional services, and customer success.
• Build and scale an onshore/offshore support model that improves response quality, resolution speed, service consistency, and cost efficiency.
• Oversee implementation, professional services, statements of work, and training programs that accelerate customer onboarding, adoption, and long-term value realization.
• Establish clear service expectations, customer communication standards, and escalation practices that create a consistent and high-confidence customer experience.

• Establish KPIs, operating metrics, and service standards that set a high bar for customer experience, support quality, implementation effectiveness, team productivity, and business performance.
• Continuously evaluate service delivery performance and identify opportunities to improve scalability, efficiency, consistency, and accountability across the HCM service model.
• Create an operating cadence that gives leaders clear visibility into performance, customer trends, risks, capacity, and areas requiring crossfunctional action.
• Use data and customer insights to prioritize process improvements, automation opportunities, resource planning, and service model enhancements.

• Build and oversee a customer success model that drives adoption, retention, expansion, satisfaction, and measurable business outcomes for the HCM segment.
• Partner cross-functionally to support HCM growth, net revenue retention, upsell opportunities, and long-term customer value.
• Identify customer health trends, adoption barriers, and expansion opportunities, then translate those insights into actionable strategies for account teams and service leaders.

• Serve as a consistent voice of the customer for the Product organization, helping shape roadmap priorities based on customer needs, service delivery trends, and market opportunities.
• Translate customer and operational insights into recommendations that improve product functionality, usability, adoption, and customer outcomes.
• Collaborate with the Marketplace team to identify, prioritize, and support partners that are purpose-built for HCM customers and aligned with segment growth goals.
• Partner with existing teams to strengthen integrations with add-on products such as ClientSpace, talent management solutions, and other acquired or partner technologies.

• Serve as a key stakeholder in go-to-market strategy, including pricing, packaging, positioning, sales enablement, and readiness for new or expanded HCM offerings.
• Collaborate with Product Marketing and Product teams on platform messaging, competitive positioning, and gap identification to help PrismHR win more HCM business at scale.
• Partner with Sales throughout the sales process to support prospect conversations, validate service expectations, and ensure the organization can deliver on commitments made to customers.
• Ensure customer-facing commitments are aligned to operational capacity, implementation readiness, and the long-term service model.

• Lead, coach, and develop high-performing teams across support, implementation, training, professional services, and customer success functions.
• Build leadership capacity, define clear ownership, and create scalable team structures that support business growth and consistent customer outcomes.
• Drive accountability through performance management, workforce planning, talent development, and regular operating reviews.
• Foster a customer-first, collaborative, and continuous-improvement culture across distributed teams.

• Regular, on-site attendance is an essential job function due to the need for secure access to systems, collaboration on sensitive technical matters, participation in operational meetings, and hands-on involvement in activities. 
• Some domestic travel may be required to attend team onsite meetings, or industry conferences, such as PrismLive. This may include air travel, ground transportation (including cars, taxis, or rideshare services), and in some cases potential public transportation.
• Build, maintain, and promote relationships with team members, peers across disciplines, and all other company team members, ensuring effective coordination of communications and services affecting clients.
• Help coordinate coverage during team absences or high-volume periods by adjusting meeting schedules or redistributing case assignments.
• Complete projects and other duties as assigned by supervisor.

• Strategic operator who can translate vision into clear priorities, operating plans, metrics, and execution discipline.
• Comprehensive knowledge of customer lifecycle management, SaaS business metrics, customer experience methodologies, service delivery operations, workforce planning, and performance management.
• Strong understanding of ARR, net revenue retention, bookings influence, upsell performance, customer growth, CSAT, NPS, customer health, retention, adoption, and satisfaction metrics.
• Proven ability to develop and execute strategies that drive revenue growth, customer retention, expansion, adoption, satisfaction, and long-term business success.
• Strong leadership skills with the ability to build, motivate, and scale high-performing onshore and offshore teams across implementation, training, support, and professional services.
• Excellent analytical and problem-solving skills with the ability to interpret performance data, identify trends, establish measurable goals, and implement data-driven improvements.
• Ability to optimize implementation timelines, accelerate time to value, improve support resolution times and case quality, increase training effectiveness and LMS utilization, and enhance overall operational efficiency.
• Strong strategic planning, project management, and change management skills with the ability to lead complex, cross-functional initiatives.
• Exceptional communication, relationship-building, and influencing skills with the ability to collaborate effectively with customers, executive leaders, and internal stakeholders.
• Ability to establish performance standards, drive accountability, and improve leadership effectiveness, employee engagement, workforce scalability, productivity, and service consistency.
• Ability to foster a customer-focused culture centered on collaboration, accountability, continuous improvement, and operational excellence.
• Customer-first leader with the ability to influence across Product, Sales, Marketing, Marketplace, and service delivery teams.
• Strong change leader who can scale teams, mature processes, and guide organizations through growth and transformation.
• Data-driven decision maker who uses customer, operational, and financial insights to improve outcomes.
• Collaborative communicator who creates alignment, accountability, and confidence across internal and external stakeholders.
• Adaptable leader who can balance strategic priorities with day-to-day execution in a changing environment.

• The successful candidate will bring the following experience and capabilities:
• 10+ years of experience in service leadership, customer success, support, implementation, training, professional services, sales engineering, or related customer-facing leadership roles.
• Significant experience in the HR service provider, HCM, payroll, benefits, HRIS, or adjacent technology ecosystem.
• Demonstrated ability to lead and scale multi-function teams in a complex, fast-paced environment.
• Strong operational discipline, including experience establishing KPIs, managing performance, leading process improvement, and driving measurable business outcomes.
• Executive-level communication skills with the ability to engage customers, prospects, internal stakeholders, and senior leadership with clarity and credibility.

• College degree or related experience required or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) preferred.
• Ten (10)+ years of experience in service leadership, customer success, support, implementation, training, professional services, sales engineering, or related customer-facing leadership roles.
• Strong experience in the HR service provider, HCM, payroll, benefits, HRIS, or adjacent technology ecosystem.
• Direct experience with HCM service providers, staffing organizations, or payroll service providers.
• Experience building or incubating new teams, service models, or customer success functions.
• Familiarity with partner ecosystems, marketplace strategy, integrations, and add-on product adoption.
• Commercial experience supporting sales, expansion, pricing, packaging, or go-to-market strategy.
• Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
• Experience with the following systems is preferred (Adobe Acrobat, HRIS, CRM)

• Sedentary Work: Primarily involves sitting for extended periods, often at a desk or computer.
• Manual Dexterity: Frequent use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Mobility: Occasional movement within the office to retrieve documents, access equipment, and collaborate with team members.
• Visual Acuity: Ability to read and analyze data on a computer screen (or to read and analyze data with reasonable accommodation) and in printed materials.
• Lifting & Carrying: Minimal physical lifting required, but may involve handling documents, and lifting light office supplies.
• Travel: Occasional travel may be required for meetings, site visits, or leadership sessions.

• Strategic Thinking: Ability to analyze complex business, customer, operational, and financial data to develop strategic plans, priorities, and solutions.
• Decision-Making: Frequent exercise of independent judgment and executive-level decision-making involving customer experience, service delivery, operational performance, and organizational objectives.
• Problem Solving: Ability to identify risks, assess impacts, evaluate alternatives, and implement effective solutions in a fast-paced and evolving environment.
• Attention to Detail: Ability to review, interpret, and evaluate performance metrics, customer feedback, operational trends, and business reports with a high degree of accuracy.
• Multitasking: Ability to manage multiple priorities, initiatives, deadlines, stakeholders, and projects simultaneously while maintaining quality and responsiveness.
• Adaptability: Ability to adjust strategies, priorities, and resources in response to changing business needs, market conditions, customer requirements, and organizational objectives.
• Analytical Reasoning: Frequent use of critical thinking and data analysis to assess customer health, operational performance, financial outcomes, workforce needs, and growth opportunities.
• Concentration: Ability to maintain focus during extended periods of planning, analysis, meetings, presentations, and complex problem resolution

• Executive Communication: Regularly communicate complex business, operational, customer, and strategic information to executive leadership, stakeholders, and cross-functional teams.
• Interpersonal Communication: Build and maintain effective working relationships with customers, employees, leaders, partners, and external stakeholders.
• Presentation Skills: Frequently deliver presentations, facilitate discussions, lead meetings, and communicate recommendations to groups of varying sizes and levels.
• Influence & Negotiation: Ability to influence decision-making, gain alignment, manage escalations, and negotiate solutions across departments and stakeholder groups.
• Written Communication: Prepare and review reports, business cases, performance analyses, customer communications, strategic plans, and other professional correspondence with accuracy and clarity.
• Active Listening: Ability to effectively gather information, understand concerns, evaluate feedback, and respond appropriately to customers, employees, and business partners.
• Collaboration: Frequent communication and coordination with Product, Sales, Marketing, Marketplace, Customer Success, Support, and Operations teams to achieve organizational goals.
• Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity.
• Virtual Communication: Regular use of video conferencing, phone systems, and digital collaboration tools to engage customers, partners, and internal teams.

PrismHR is a fast-paced SaaS company which provides customers with a cloud-based payroll process software application. PrismHR also provides professional services including system implementation consulting, custom configurations, and training. Lastly, via the Company’s Marketplace platform customers and end users access other human resources and employee benefits applications from PrismHR’s Marketplace Partners.

Diversity, Equity and Inclusion Program/Affirmative Action Plan:
We have transformed our company into an inclusive environment where individuals are valued for their talents and empowered to reach their fullest potential. At PrismHR, we strive to continually lead with our values and beliefs that enable our employees to develop their potential, bring their full self to work, and engage in a world of inclusion.

Ensuring an inclusive environment for our employees is an integral part of the PrismHR culture. We aren't just checking a box, we are truly committed to creating a workplace that celebrates the diversity of our employees and fosters a sense of belonging for everyone. This is essential to our success. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about our roles but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for these open roles or other open roles. We particularly encourage applicants from traditionally under-represented groups as we seek to increase the diversity of our workforce and provide fair opportunities for all.

As a proud Equal Opportunity and Affirmative Action Employer, PrismHR encourages talent from all backgrounds to join our team. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. The Company’s policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations.

The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.

Privacy Policy: For information about how we collect and use your personal information, please see our privacy statement available at https://www.prismhr.com/about/privacy-policy.

PrismHR provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at PrismHR: taglobal@prismhr.com. Please indicate in the subject line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response.

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