Director of Marketing, Communications and Content

Role Details

Location: Remote (US-based preferred)

About Us

Crescendo is the AI-native customer experience platform built to run a company’s entire CX operation in one connected system. We bring together customer support, workforce management, quality, and knowledge, with specialized AI agents doing the work and people guiding it.

Over the past year, AI-handled volume on our platform grew 600%. Brands like Grindr, Headspace, and Nothing Bundt Cakes trust Crescendo, and Newsweek recognized us as a 2026 AI Impact Awards winner.

Our mission is to deliver exceptional customer experiences that propel organizations, combining an AI-native CX platform with CX expertise to deepen trust and drive business impact. Join us and help shape what comes next.

The Role

We’re looking for a
Director of Marketing, Communications and Content
to own Crescendo’s story end to end: what we say, how well we say it, and where it lands. This is not a traditional PR role or a content factory. You’ll manage our PR agency, have a nose for what’s newsworthy, and the editorial judgment to distinguish content that earns attention from content that simply fills a calendar. You’ll work closely with Product Marketing, Sales, and executive leadership, measuring success by share of voice, top-tier coverage, and pipeline influence.

What You Own

Narrative & Thought Leadership:

• Original research
  . You commission and produce data stories journalists reference and analysts quote: the annual AI/CX trends report, the cost of bad customer experience, and what 100% QA reveals.

Earned Media & PR:

• Proactive earned media
  . You develop and execute the strategy that positions Crescendo as a leader in AI and customer experience, moving quickly on breaking stories and inserting Crescendo into conversations that matter.
• Media relationships
  . You build and maintain relationships with tier-one tech and business press, CX trade and vertical media, and the analysts and influencers who shape how CX leaders buy.
• The full PR program
  . You own media relations, press releases, awards, speaker placements, and thought leadership, including the briefings, media training, and follow-ups that make them successful.
• PR agency management.
  You are the primary contact for our PR agency and regional partners. You set briefs, KPIs, and performance expectations, manage reviews, and ensure consistent messaging as we expand internationally.
• Measurement.
  You own share of voice, reported monthly by Market Intelligence, along with coverage volume, quality, and program ROI, adjusting the strategy based on results.

Campaigns & Customer Stories:

• Competitive campaigns
  . You create content that drives displacement of legacy helpdesk platforms, CCaaS incumbents, and AI-only agent vendors. “Your dashboard is lying to you” isn’t a tagline; it’s a campaign. You build campaigns like these.
• Industry content
  . Retail, e-commerce, financial services, and travel. Each vertical has unique pain points. You write content tailored to each industry’s needs.
• Customer stories.
  You interview customers, uncover the insight buried in their results, and turn it into case studies, video testimonials, and press-ready proof. Not just a quote and a logo, but a story with a real before and after.

Webinars, Events & Social:

• Webinar and event content.
  Field Marketing manages production and logistics. You own the content: topics, speakers, pre-event thought leadership, live amplification, and repurposing each session into posts, clips, emails, and sales assets over the following six months.
• Owned and earned social.
  You lead Crescendo’s LinkedIn and social media strategy, driving amplification and positioning Crescendo’s executives as voices in the AI/CX conversation.

What We're Looking For

• 8+ years in communications, content marketing, or editorial roles at B2B technology companies, with hands-on experience pitching, placing, and producing stories.
• A portfolio of thought leadership, research reports, campaign content, case studies, and earned coverage.
• Established media relationships in tech, AI, or customer experience press.
• Experience managing a PR agency with clear KPIs.
• Genuine AI fluency. You use AI tools daily, have a system, and can demonstrate how to produce more without sacrificing quality.
• Strong editorial instincts and excellent writing and editing skills. You translate complex topics into accessible, engaging stories.
• A track record of connecting communications and content to pipeline outcomes. You know what worked and why.

Base Salary Ranges Per Region

$185,000–$225,000 | West / Northeast

$150,000–$185,000 | Mountain West / Midwest

$145,000–$175,000 | South / Southeast

In addition to base salary, this position is eligible for performance-based incentives and a comprehensive benefits package, including health coverage, retirement benefits, paid time off, and other company-sponsored programs, subject to applicable plan terms.