Director Marketing, Communications and Content

Crescendo.ai • ,

2d • $145,000 - $225,000 • Remote

About The Position

Crescendo is hiring a Director Marketing, Communications and Content to own the company’s narrative and its communications and content strategy end to end. The role is remote, with US-based candidates preferred. Working closely with Product Marketing, Sales, and executive leadership, the director will manage Crescendo’s PR agency and regional partners, identify newsworthy opportunities, and create editorial content that earns attention. Success is measured by share of voice, top-tier media coverage, and influence on pipeline.

The director will develop original research and thought leadership, including data-driven stories and reports on AI and customer experience. They will lead proactive earned media and the full PR program, build relationships with technology and business media, CX publications, analysts, and influencers, and manage press releases, awards, speaker placements, briefings, media training, and follow-ups. The role also owns PR agency briefs, KPIs, performance reviews, messaging consistency, and measurement of coverage and program ROI.

The director will create competitive campaigns and industry-specific content for sectors such as retail, e-commerce, financial services, and travel. They will interview customers and turn their results into case studies, video testimonials, and press-ready stories. Field Marketing handles webinar and event production and logistics; this role owns the content strategy, speakers, pre-event thought leadership, live amplification, and repurposing sessions into content and sales assets. The director will also lead Crescendo’s LinkedIn and social media strategy and amplify the company’s executives as voices in AI and customer experience.

Crescendo describes itself as an AI-native customer experience platform combining customer support, workforce management, quality, and knowledge in one system, with specialized AI agents and human guidance. The company cites a 600% increase in AI-handled platform volume over the past year and customers including Grindr, Headspace, and Nothing Bundt Cakes. Its culture is grounded in care for others, growth, trust, ownership, and humility, and it states a commitment to equal opportunity, diversity, inclusion, equity, belonging, and reasonable accommodations.

Requirements

• At least 8 years of experience in communications, content marketing, or editorial roles at B2B technology companies.
• 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 technology, AI, or customer experience press.
• Experience managing a PR agency with clear KPIs.
• Genuine AI fluency, including daily use of AI tools and a demonstrable system for producing more without sacrificing quality.
• Strong editorial instincts and excellent writing and editing skills, including the ability to translate complex topics into accessible, engaging stories.
• A track record of connecting communications and content to pipeline outcomes and explaining what worked and why.

Responsibilities

• Own Crescendo’s story, messaging, communications, and content strategy end to end.
• Commission and produce original research and thought leadership, including AI and customer experience reports and data stories.
• Develop and execute proactive earned-media strategy, including responding to breaking news and positioning Crescendo in relevant conversations.
• Build and maintain relationships with tier-one technology and business press, CX trade and vertical media, analysts, and influencers.
• Own the full PR program, including media relations, press releases, awards, speaker placements, thought leadership, briefings, media training, and follow-ups.
• Serve as primary contact for the PR agency and regional partners; set briefs, KPIs, and performance expectations, manage reviews, and ensure consistent messaging during international expansion.
• Measure share of voice, coverage volume and quality, and program ROI, and adjust strategy based on results.
• Create competitive campaigns targeting legacy helpdesk platforms, CCaaS incumbents, and AI-only agent vendors.
• Develop content tailored to the needs of industries including retail, e-commerce, financial services, and travel.
• Interview customers and turn their results into case studies, video testimonials, and press-ready customer stories.
• Own webinar and event content, including topics, speakers, pre-event thought leadership, live amplification, and repurposing sessions into posts, clips, emails, and sales assets.
• Lead Crescendo’s LinkedIn and social media strategy, amplify content, and position executives as voices in AI and customer experience.
• Connect communications and content efforts to pipeline outcomes.

Benefits

• Performance-based incentives.
• Comprehensive benefits package, including health coverage and retirement benefits.
• Paid time off.
• Other company-sponsored programs, subject to applicable plan terms.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed