VP, HCM Services: Customer Experience & Growth

PrismHR; Duluth (GA); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Health Insurance

401(k) with company match

Paid Time Off

Job summary

PrismHR seeks a Regional Vice President (RVP) of HCM Services to lead strategy, performance, and customer experience for the HCM service provider segment. You will own post-sale service across implementation, support, training, and customer success, partnering with Product, Sales, Marketplace, Marketing, and operations to drive retention, expansion, and a differentiated HCM customer experience.

You will build scalable onshore/offshore support, establish KPIs and operating cadence, and guide

Qualifications

• Required Education & Experience as described in the job posting.
• Ten (10)+ years of experience in service leadership, customer success, support, implementation, training, professional services, sales engineering, or related leadership roles.
• Strong operational discipline including KPIs, performance, and process improvements.

Responsibilities

• Define and lead a best-in-class end-to-end customer experience for HCM service providers.
• Build and scale onshore/offshore support models for quality and cost efficiency.
• Oversee implementation, professional services, and training programs to accelerate onboarding and value realization.
• Establish service standards, expectations, and escalation practices while ensuring consistency.

Skills

Strategic operator

Customer lifecycle management

SaaS metrics

Performance management

Executive communication

Leadership across teams

Data-driven decision making

Analytical reasoning

Change management

Education

College degree or related experience

Tools

Microsoft Office Suite

Adobe Acrobat

CRM systems

HRIS

Job description

PrismHR seeks a Regional Vice President (RVP) of HCM Services to lead strategy, performance, and customer experience for the HCM service provider segment. You will own post-sale service across implementation, support, training, and customer success, partnering with Product, Sales, Marketplace, Marketing, and operations to drive retention, expansion, and a differentiated HCM customer experience.

You will build scalable onshore/offshore support, establish KPIs and operating cadence, and guide