This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values every day results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. We are seeking a Senior Product Marketing Manager, Agent Empowerment to bring together storytelling, strategy, and technology as Five9 is investing deeply in agent empowerment applications, including: - Five9 Agent Assist – Real-time, LLM-powered guidance, next-best actions, and coaching that help agents resolve issues faster and with greater confidence. - Five9 AI Knowledge – Contextual, AI-driven answers and recommendations delivered to live and virtual agents at the moment of need. In this role, you will define how the Five9 agent empowerment portfolio is positioned in the market, articulate clear differentiation, and help customers understand the business value of augmenting human agents with AI. Responsibilities - Positioning & Messaging: Develop clear, compelling messaging that differentiates the Five9 agent empowerment solutions - Agent Assist, Summaries, Transcription, and AI Knowledge - across target personas, including contact center, CX, and operations leaders. - Product Launches & GTM: Own go-to-market strategy for agent empowerment products, including positioning, messaging, launch planning, use cases, customer stories, sales enablement, and adoption strategies. - Sales & Customer Enablement: Partner with sales, solutions consulting, and customer success teams to create impactful narratives, collateral, and training that drive acquisition, conversion, and expansion. - Competitive Intelligence: Serve as the subject-matter expert on the competitive landscape for agent assist, AI co-pilot, and knowledge solutions, translating insights into clear differentiation and sales guidance. - Sales & Marketing Assets: Create high-impact customer- and sales-facing content, including presentations, videos, webinars, product overviews, and enablement tools. - Campaign & Content Collaboration: Work closely with demand generation and brand teams to support integrated marketing campaigns, website content, and thought leadership focused on agent empowerment. - Cross-functional Leadership: Collaborate with product management to deeply understand product vision and roadmap, bringing market and customer insights to influence future innovation. - Industry Representation: Represent Five9 at conferences, webinars, analyst briefings, and customer events. Qualifications - Bachelor’s degree in Business, Marketing, or a related field; MBA preferred. - 5+ years of product marketing (or equivalent) experience, with demonstrated success in CX, CCaaS, agent assist, AI co-pilot, or knowledge management solutions. - Strong storytelling, messaging, and presentation skills. - Proven ability to work cross-functionally with product, sales, and marketing teams. - Fast learner who thrives in a dynamic, fast-paced environment and brings attention to detail. Requirements - Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office. 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. - Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. - The US base salary range for this role is $123,500 — $229,500 USD.

• Own, iterate and execute a world-class onboarding program that quickly and scalably brings all GTM new hires to full productivity in record time. • Guide members of all GTM teams through their first 4-6 weeks at Hello Heart, including Sales, BDRs, Customer Success, Implementation, Channels, Partnerships, Consultant Relations & Medical Affairs. • Own all onboarding content - collaborating with leaders of various functions (e.g. Sales) and your GTM Enablement peers that are dedicated to those functions to ensure onboarding content is 100% reflective at all times of the ever-evolving GTM playbook and positioning • Maintain a curriculum that seamlessly onboards new hires to the 'Hello Heart Way' holistically, including value props, positioning, processes, tools & culture • Optimize the balance between scale and personalization - ensuring a curriculum that is specific and relevant to the specific role/department, while also building for scale as Hello Heart rapidly grows • Partner with the GTM Systems team to ensure new hires are onboarded to the Hello Heart tech stack • Conducting certifications & scorecards (including listening to Gong) to ensure new hires are thriving with the use of Hello Heart best practices.

• Templates & Scripts - Design best-practice content for the team to execute at scale. Will range from proactive email outreach templates to reactive objection handling. • BDR Playbook Design & Ongoing Iteration - Partner with BDR leadership to design and constantly iterate/improve a playbook that guides BDR activity - ranging from daily activity to seasonal big rocks in coordination with Marketing. • BDR Campaign Development - Design plays & campaigns that give structure to outbounding efforts (e.g. targeting a specific persona with specific messaging for a 2 week period). • Information Funnel - Streamline the high-volume & diverse flow of information (GTM plays, operational best practices, technical product details) into digestible format & language. • Asset Management - Maintain database of GTM assets in Highspot. Thoughtfully organize to optimize usage, and rigorously update/prune content. • Training - Conduct engaging training (both self-service & live) & maintain a training roadmap & backlog in partnership with leadership. • Synthesizing GTM Insights - Monitor GTM plays (e.g. review Gong, interview internal resources) to evaluate effectiveness. Be fluent in the details, while also being able to package up insights/recommendations to the executive audience.

• Own the Product-Led Growth & Lifecycle Strategy • Define and operate the system that drives: - Feature awareness and adoption - Onboarding and activation - Engagement and retention - Expansion and upsell • Map the full customer journey and design cross-channel and in-product programs that continuously move users toward deeper value and revenue. • Ensure that customer understanding, storytelling, and adoption are embedded directly into how the product is designed, built, and launched. • Set the quality bar for how the product is presented visually and narratively.