Customer Experience Director
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Date: Mar 20, 2026
Location: South San Francisco, CA, US
Company: StressTest1
Description
SuccessFactors is seeking a Director, Customer Experience to join our team and be responsible for assisting in crafting and executing a customer strategy under the direction of the Chief Customer Officer, SuccessFactors/SAP Cloud. The focus of the role is to improve the Cloud customer experience across every interaction and through every stage of the customer lifecycle. This person will be a direct member of the Customer Office focused on creating a sustainable competitive advantage by retaining valued customers and driving profitable customer behavior.
This role plays a part in the following objectives:
- Engage the organization in managing customer relationships, revenue, and profit.
- Create a persistent focus on the customer in the actions SuccessFactors takes.
- Drive the organization to work together for optimum customer experience delivery.
- Key contributor in developing strategies to significantly improve customer satisfaction and loyalty leading to referenceability, renewals and increased investment.
Key responsibilities:
- Develop strategies to measure, track, and improve ease of doing business with SuccessFactors
- Measure, prioritize and drive substantial and incremental improvement of all customer touch points across the customer lifecycle
- Communicate customer and partner insights to drive decision-making throughout the organization with clear accountability for improvement
- Accurately distinguish which issues are critical, demonstrate flexibility when prioritizing those issues, and negotiate timelines and scope with business owners/cross-functional teams, as necessary
- Serve as an active partner across all functional disciplines to drive improvements that increase customer and partner satisfaction
- Act as a change agent and thought leader by capturing and sharing customer experience best practices across the organization, as well as with partners and customers
- Build a network of relationships, internally and externally, with key partners and customers to stay current on issues impacting sales, growth and renewals
Skills & Requirements:
- BA / BS degree; MA or MBA preferred
- Five (5+) years of involvement in customer experience improvement processes
- Strategic and visionary thinker with extensive program management experience to drive cross functional improvement programs
- Ability to negotiate and build credibility with internal organizations and lead across business lines toward a common goal
- Proven track record of delivering results above expectations
- Sound understanding of end-to-end customer interactions from Prospect to Implementation to Support to Renewal/Upsell
- Understanding of technology (e.g., CRM, EFM, Social Media) and best practices for how to deliver an outstanding Customer Experience
- Experience with tools and reporting to measure and evaluate Customer Experience is a plus
- Must be a self-starter, motivated individual who works well under pressure
- Ability to multi-task, prioritize and coordinate tasks to meet multiple deadlines
- Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment
- Ability to drive collaboration with cross-functional teams to achieve effective solutions
- Effective communication skills with all levels, including the ability to influence at the executive level
- Excellent written and verbal communication, facilitation, and presentation skills
- The ideal candidate will be passionate about customer success!
Ability to travel approximately 25% of the time
[Not translated in selected language]
About SuccessFactors, an SAP Company
SuccessFactors is the leading provider of cloud-based Business Execution Software, and delivers business alignment, team execution, people performance, and learning management solutions to organizations of all sizes across more than 60 industries. With approximately 24 million cloud application subscribers seats globally, we strive to delight our customers by delivering innovative solutions, content and analytics, process expertise and best practices insights from serving our broad and diverse customer base. Today, we have more than 4,000 customers in more than 177 countries using our application suite in 35 languages.
For the most comprehensive cloud computing portfolio in the market, SAP Cloud delivers mature business applications that drive collaboration across a business and connect to partners. There are over 20 applications and suites in the SAP Cloud designed to optimize and manage a company’s most critical assets – its people, money, customers, and suppliers. And for those who prefer to run their entire business on a single, cloud-based software solution, we offer a suite that will surely meet your needs.
Our primary focus is on delivering beautiful products for our customers. When our customers win, we win. And we pride ourselves in delivering the most powerful software-as-a-service (SaaS) solutions on the market. As we like to say… our cloud strategy is BadAss SaaS. As an SAP company, the possibilities for growth, innovation, and impact are endless!
Are you ready? You are in for an exciting ride. SuccessFactors is known for its innovation, extraordinary leadership, and high-energy culture. We hire high-performing people that want to make a difference.
We expect all of our talent to be leaders – no matter what your role. We challenge ourselves and each other to swing big and take risks every day. We move fast, but we care about how we work with each other. It’s one of our core values – “No Jerks!”
In turn, our commitment to all employees is to provide the opportunity for personal and professional growth, recognition for real impact, and meaningful rewards for delivering amazing results! Employees truly are the heart of our success.
See what it's like to work at SuccessFactors- check out this video! http://youtu.be/eZarfkN4hUo
Connect with us! Learn more about the culture at SuccessFactors, an SAP Company, see pics of our global offices, talk to recruiters, and see real-time job openings:
Facebook: http://facebook.com/successfactorscareers
Twitter: http://twitter.com/CareersAtSF
YouTube: http://youtube.com/CareersAtSF
Linkedin: Search "SuccessFactors Careers"
Match yourself and your network on Facebook and Linkedin to open jobs at SuccessFactors using our new SocialMatcher tool: http://jobs.successfactors.com/social-matcher/
Do you know someone that might be interested? We pay for external referrals! Refer them to careers@successfactors.com, including a resume and contact info, and you can make $1,000!
Requisition ID: 29076
SuccessFactors is seeking a Director, Customer Experience to join our team and be responsible for assisting in crafting and executing a customer strategy under the direction of the Chief Customer Officer, SuccessFactors/SAP Cloud. The focus of the role is to improve the Cloud customer experience across every interaction and through every stage of the customer lifecycle. This person will be a direct member of the Customer Office focused on creating a sustainable competitive advantage by retaining valued customers and driving profitable customer behavior.
This role plays a part in the following objectives:
- Engage the organization in managing customer relationships, revenue, and profit.
- Create a persistent focus on the customer in the actions SuccessFactors takes.
- Drive the organization to work together for optimum customer experience delivery.
- Key contributor in developing strategies to significantly improve customer satisfaction and loyalty leading to referenceability, renewals and increased investment.
Key responsibilities:
- Develop strategies to measure, track, and improve ease of doing business with SuccessFactors
- Measure, prioritize and drive substantial and incremental improvement of all customer touch points across the customer lifecycle
- Communicate customer and partner insights to drive decision-making throughout the organization with clear accountability for improvement
- Accurately distinguish which issues are critical, demonstrate flexibility when prioritizing those issues, and negotiate timelines and scope with business owners/cross-functional teams, as necessary
- Serve as an active partner across all functional disciplines to drive improvements that increase customer and partner satisfaction
- Act as a change agent and thought leader by capturing and sharing customer experience best practices across the organization, as well as with partners and customers
- Build a network of relationships, internally and externally, with key partners and customers to stay current on issues impacting sales, growth and renewals
Skills & Requirements:
- BA / BS degree; MA or MBA preferred
- Five (5+) years of involvement in customer experience improvement processes
- Strategic and visionary thinker with extensive program management experience to drive cross functional improvement programs
- Ability to negotiate and build credibility with internal organizations and lead across business lines toward a common goal
- Proven track record of delivering results above expectations
- Sound understanding of end-to-end customer interactions from Prospect to Implementation to Support to Renewal/Upsell
- Understanding of technology (e.g., CRM, EFM, Social Media) and best practices for how to deliver an outstanding Customer Experience
- Experience with tools and reporting to measure and evaluate Customer Experience is a plus
- Must be a self-starter, motivated individual who works well under pressure
- Ability to multi-task, prioritize and coordinate tasks to meet multiple deadlines
- Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment
- Ability to drive collaboration with cross-functional teams to achieve effective solutions
- Effective communication skills with all levels, including the ability to influence at the executive level
- Excellent written and verbal communication, facilitation, and presentation skills
- The ideal candidate will be passionate about customer success!
Ability to travel approximately 25% of the time
[Not translated in selected language]
About SuccessFactors, an SAP Company
SuccessFactors is the leading provider of cloud-based Business Execution Software, and delivers business alignment, team execution, people performance, and learning management solutions to organizations of all sizes across more than 60 industries. With approximately 24 million cloud application subscribers seats globally, we strive to delight our customers by delivering innovative solutions, content and analytics, process expertise and best practices insights from serving our broad and diverse customer base. Today, we have more than 4,000 customers in more than 177 countries using our application suite in 35 languages.
For the most comprehensive cloud computing portfolio in the market, SAP Cloud delivers mature business applications that drive collaboration across a business and connect to partners. There are over 20 applications and suites in the SAP Cloud designed to optimize and manage a company’s most critical assets – its people, money, customers, and suppliers. And for those who prefer to run their entire business on a single, cloud-based software solution, we offer a suite that will surely meet your needs.
Our primary focus is on delivering beautiful products for our customers. When our customers win, we win. And we pride ourselves in delivering the most powerful software-as-a-service (SaaS) solutions on the market. As we like to say… our cloud strategy is BadAss SaaS. As an SAP company, the possibilities for growth, innovation, and impact are endless!
Are you ready? You are in for an exciting ride. SuccessFactors is known for its innovation, extraordinary leadership, and high-energy culture. We hire high-performing people that want to make a difference.
We expect all of our talent to be leaders – no matter what your role. We challenge ourselves and each other to swing big and take risks every day. We move fast, but we care about how we work with each other. It’s one of our core values – “No Jerks!”
In turn, our commitment to all employees is to provide the opportunity for personal and professional growth, recognition for real impact, and meaningful rewards for delivering amazing results! Employees truly are the heart of our success.
See what it's like to work at SuccessFactors- check out this video! http://youtu.be/eZarfkN4hUo
Connect with us! Learn more about the culture at SuccessFactors, an SAP Company, see pics of our global offices, talk to recruiters, and see real-time job openings:
Facebook: http://facebook.com/successfactorscareers
Twitter: http://twitter.com/CareersAtSF
YouTube: http://youtube.com/CareersAtSF
Linkedin: Search "SuccessFactors Careers"
Match yourself and your network on Facebook and Linkedin to open jobs at SuccessFactors using our new SocialMatcher tool: http://jobs.successfactors.com/social-matcher/
Do you know someone that might be interested? We pay for external referrals! Refer them to careers@successfactors.com, including a resume and contact info, and you can make $1,000!
Requisition ID: 29076
Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland
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