Responsibilities

• Own the Five9 corporate narrative the through-line that connects what we tell the market, our customers, and the public, so the company speaks with one voice across every audience.
• Set the annual communications strategy and calendar - aligning announcements, executive moments, and milestones with the company's GTM and brand priorities.
• Keep Five9's messaging consistent across audiences - so corporate news, product news, and the company's AI story is framed the same way wherever they appear.
• Lead the media and public relations motion - press strategy, media relationships, announcements, press materials, and the agency relationship where one is in place.
• Drive executive and thought-leadership communications - developing the voice, messaging, and platform for Five9 executives across earned media, speaking, and owned channels.
• Build and protect Five9's share of voice in the CX and AI conversation – proactively, not just reactively, and measured against clear coverage and reputation goals.
• Manage inbound press and media inquiries - serving as a trusted, fast, on- message point of contact for the company.
• Own Five9's corporate social media presence the strategy, voice, and calendar across the company's owned channels, so the brand shows up consistently and on-message wherever the conversation happens.
• Turn corporate news and earned media into social moments - -amplifying announcements, executive visibility, and the company's AI story to extend reach and shape reputation.
• Run social listening and real-time response monitoring the conversation, surfacing risks and opportunities early, and owning the social dimension of any issue or crisis in partnership with the crisis motion.
• Measure social against reach and reputation goals — tying activity to share of voice, engagement quality, and corporate reputation outcomes rather than vanity follower counts.
• Own corporate communications to customers - the communication of company news, leadership changes, and material corporate developments, distinct from customer marketing and lifecycle programs.
• Build the playbooks and the practice for customer - facing corporate communications as this scope formalizes over time.
• Partner with the Customer and Marketing organizations - drawing a clean line between corporate communications to customers and the campaigns, nurture, and lifecycle work that Customer Marketing owns.
• Own crisis and issues communications across all three audiences - customers, and the public - keeping every message accurate and consistent when something breaks.
• Lead outage and incident communications to customers - message and the cadence while partnering with Support and Customer Success on the facts, the timeline, and the technical detail.
• Build the crisis communications framework - the protocols, holding statements, escalation paths, and approvals that let Five9 respond quickly and credibly under pressure.
• Partner with Legal, Support, People, and the executive team during sensitive situations bringing calm, accuracy, and a single clear voice to high-stakes moments.
• Build and lead the communications function - starting with the social media team member already in seat and scaling the team and scope as the business grows.
• Establish the operating rhythms and standards - editorial review, message governance, and the working cadence with Marketing, Customer, People, and Legal partners.

Requirements

• 10+ years of professional experience in corporate communications, public relations, or a closely related field, with time spent leading the function in B2B SaaS or enterprise technology.
• Demonstrated breadth across external media relations, corporate social media, and crisis communications not depth in just one. Experience across all three is highly recommended.
• Proven experience as the corporate voice of a company - narrative, the press motion, and executive communications - ideally at a public or pre-IPO company.
• Hands-on crisis and issues management experience, including incident or outage communications to customers, is highly recommended given the nature of a cloud software business.
• Strong writer and editor across formats press materials, executive messaging, social content, and customer-facing corporate notices with the judgment to match tone to audience.
• Comfort partnering with senior leaders, Legal, and cross-functional stakeholders in fast-moving, high-stakes situations.
• Hands-on proficiency with modern AI tools and a clear point of view on their application to communications work - including practical experience using AI to accelerate drafting, message testing, monitoring, and the productivity of a communications team.
• Bachelor's degree required in communications, journalism, marketing, or a related discipline; advanced degree a plus.

Preferred

• Experience building or directing a corporate social media function, and managing communications professionals, is highly recommended.

Benefits

• Health, dental, and vision coverage, beginning on the first day of employment.
• Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost.
• Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.