• Leverage AI to accelerate analyses and daily productivity, and to explore and build solutions (agents, automations, copilots) that scale the operation's intelligence. • Document processes and assumptions for information management and for AI adoption. • Act as a strategic partner to Customer Success leadership in defining and tracking the key health metrics for the SMB (PME) portfolio (e.g., portfolio coverage, NPS, churn, expansion). • Translate retention, engagement, and expansion targets into operational goals for the CS team, ensuring a scalable and segmented approach to the customer portfolio. • Ensure predictability of recurring revenue by analyzing churn, contraction (downgrades), and identifying expansion opportunities (upsell/cross-sell) at scale. • Structure analyses of the customer base to identify usage patterns, mass churn risks, and levers for growth and engagement. • Develop and maintain dashboards and reports that provide CS leadership with a clear view of portfolio health, team performance, and the impact of initiatives. • Monitor and optimize SMB customer journey metrics, such as onboarding time and adoption levels of key features. • Actively participate in CS team rituals, providing data-driven insights about the portfolio to support strategic and tactical decisions. • Serve as a bridge between Product, Marketing, and Data teams and the CS team to ensure SMB customer needs and feedback are addressed effectively. • Propose and implement process and automation improvements focused on scaling, efficiency, and consistency in customer servicing and portfolio management. • Contribute to the definition and review of retention goals and strategies based on analysis of customer behavior and portfolio performance.

• Collaborate with cross-functional teams to apply cybersecurity best practices across systems, applications, and cloud environments. • Lead portions of cybersecurity assessments across the technology stack, identifying vulnerabilities and recommending remediation strategies. • Assist in shaping cybersecurity risk management activities, helping prioritize and guide security initiatives to protect critical assets. • Engage with external cybersecurity and compliance organizations to support alignment with Continuous RMF (cRMF) and DoD frameworks. • Lead incident response investigations for medium-complexity events, conducting root cause analyses and proposing resilience improvements. • Provide cybersecurity education and regular reporting on risks, metrics, and issues to technical and leadership audiences. • Mentor junior team members, supporting skills development and fostering a culture of proactive security practices. • Champion AI-augmented ways of working across your engagement(s), leveraging AI tooling to accelerate delivery, reduce cycle time, and drive better outcomes at scale.

Role Description We currently have an exciting opportunity for a Senior Executive Compensation Analyst to join our Compensation team. This role will support executive compensation programs, including incentive compensation, equity awards, executive benchmarking, trending analysis, and Compensation Committee materials. This individual will partner closely with HR, Legal, Finance, Payroll, executive leadership, external advisors, and the Compensation Committee’s independent consultant to deliver accurate, timely, and confidential executive compensation support. What You’ll Do | Key Accountabilities - Support the design, analysis, and administration of executive compensation programs, including base salary, annual incentives, long-term incentives, equity awards, severance, change in control, and executive benefits. - Partner with the Compensation Committee’s independent consultant to conduct executive compensation benchmarking using survey data, proxy data, peer group analysis, and market trends to support executive pay plans and recommendations. - Prepare executive-ready analyses, presentations, and materials for senior leadership, Compensation Committee, and Board-level discussions. - Partner with HR, Legal, Finance, Payroll, external consultants, and the Compensation Committee’s independent consultant to execute executive compensation programs accurately and timely. - Monitor executive compensation governance trends, including shareholder expectations, regulatory developments, clawbacks, risk assessment, pay equity, and market best practices. - Support annual incentive and equity compensation processes, including modeling, payout calculations, grant planning, vesting, administration, and employee communications. - Maintain executive compensation data, documentation, approvals, and governance materials with a high degree of accuracy, confidentiality, and compliance. Qualifications - Bachelor’s degree in Business, Finance, or similar field required. - 8 years of progressive compensation experience, including equity and executive compensation. - ECA or CEP Certifications preferred. - Knowledge of: - Executive compensation programs, including base salary, annual incentives, long-term incentives, equity compensation, severance, change in control, and executive benefits. - Executive compensation benchmarking, including survey data, proxy data, peer group analysis, market positioning, and pay-for-performance practices. - Incentive and equity compensation design, including performance measures, target setting, payout modeling, vesting schedules, grant practices, and plan administration. - Employee Stock Purchase Plan design and administration, including eligibility, enrollment, purchase periods, contribution limits, discounts, and employee communications. - Compensation Committee processes, including executive-level presentation materials, governance documentation, annual calendars, approvals, and decision support. - Public company executive compensation disclosures, including proxy compensation tables, CD&A support, equity disclosures, and executive compensation data validation. - Strong analytical and financial modeling skills, with advanced Excel capability to interpret complex compensation, incentive, equity, and financial data. - Ability to prepare clear, polished materials for senior leadership, Compensation Committee, and Board-level discussions. - Strong business judgment, attention to detail, discretion, and problem-solving skills when working with highly sensitive executive compensation matters. - Strong communication and cross-functional partnership skills, including experience with equity administration platforms, such as Morgan Stanley Shareworks or similar systems. Requirements - Ability to sit and work at a computer keyboard for extended periods of time. - Must utilize visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment. - Hours regularly 40 hours per week, as work dictates, from a remote office location. Benefits - This role is eligible for healthcare including medical, dental and vision. - Retirement savings (401k with a company match). - Income protection programs such as life, accident and disability insurance. - Paid time off for sick leave, vacation, bereavement, jury duty, and holidays. - Wellbeing program. - Commuter, adoption assistance, education assistance, legal services, and employee merchandise discounts. Work-Life Balance We understand the demands of work, school, family, and personal responsibilities. Through our work-life resources and programs we offer services for every stage of life to help you manage the day-to-day needs. We offer programs such as: - Meeting-Free Fridays (encouraged) | so you can catch up on work and self-development. - Summer Fridays | from Memorial Day to Labor Day so you can enjoy a head-start to the weekend. - Holiday Early Departure | close out early the business day before a company observed holiday. Compensation The starting salary for this position is $120,000–$155,000. Actual compensation within this range will be determined based on factors such as skills, experience, and qualifications. Over time, and subject to performance, tenure, and evolving responsibilities, total base compensation for this role may grow to as much as $178,000. Other compensation includes a 10% Annual Incentive Plan (AIP) bonus paid out according to policy. Base pay information is based on market location and may be subject to prevailing wage laws, if applicable.

• Anticipate and respond to customer questions regarding the scope of work • Communicate reasonable and accurate timelines associated with the delivery process. • Protect Five9’s interests and exposure related to contracted services and deliverables. • Communicate and document the customer and Five9 obligations for the engagement. • Demonstrate proficiency by utilizing appropriate language in Five9 SOW contracts. • Provides technical and process guidance to other PS SOW team members. • Manage and negotiate customer facing SOW redlines. • Think critically and creatively while remaining flexible and within the bounds of established Five9 process. • Establish and maintain competency related to Five9 products, including external third-party products. • Delivery of SOWs for requests requiring advanced technical proficiency in Five9 products and services including but not limited to Advanced IVR development work for Enterprise Accounts, Custom-developed PS Assets such as Secure Payment Capture, Advanced Five9 CRM integration for a variety of third-party platforms (i.e. Salesforce, Netsuite, Zendesk, Zoho and other providers), Advanced (WFO) Custom Report development requests, Advanced Five9 VCC Configuration.