Five9 CEO Mike Burkland to retire; global search for AI successor
CALIFORNIA, UNITED STATES — Mike Burkland, CEO of cloud contact center provider Five9, announced his upcoming retirement during the company’s Q2 2025 earnings call.
In a CX Today report, Burkland, who has led Five9 for 12 years, described his tenure as a “privilege and an honor to lead this amazing team of Five9ers.” He cited ongoing health issues and ongoing cancer treatment as driving the decision, seeking to “get back to a more balanced lifestyle.”
Burland emphasized he will remain deeply involved until a successor is named. “Until we appoint my successor, I’m committed to working my tail off as we continue to transform Five9 to drive top-line growth and bottom-line profitability,” he said.
After stepping down, Burkland will serve solely as Executive Chairman of the Five9 Board, ensuring a smooth leadership transition.
Executive exits and layoffs mark strategic shift
Five9 has seen significant executive turnover, with Chief Marketing Officer Niki Hall, EVP of Corporate Strategy Jim Doran, and Head of HR Tricia Yankovich confirmed to have exited recently.
Wider layoffs are anticipated, marking the third round in under a year, following workforce reductions of 7% in August 2024 and 4% in May 2025.
Burland framed the restructuring as a move toward better efficiency and alignment: “It’s a bit about cost efficiency, but it’s also about creating better ownership and alignment across these critical functions.”
Industry observers believe these moves could signal Five9’s preparation for a possible sale or larger transaction, amid persistent rumors and mounting investor pressure. Five9’s share price has fallen 30% year-to-date, even as it achieved double-digit revenue growth.
Five9’s next chapter and global footprint
As Five9 searches for a new CEO, the company is prioritizing AI innovation, operational scale, and a growth mindset over traditional communications industry experience. Five9’s board is seeking a leader with a proven record of innovation, especially in artificial intelligence, and operational excellence at scale.
“We’re going to go attract the best CEO in the market,” said Burkland, noting that leadership should focus on innovation to guide Five9 toward revenues of $2 billion, $5 billion, or even $10 billion. As of 2024, Five9 reached the $1 billion milestone in annual recurring CCaaS revenue.
Five9 operates globally, with services spanning North America, Europe, and Asia-Pacific, focusing on cloud contact center software, intelligent virtual agents, omnichannel solutions, and AI-powered analytics for businesses of all sizes.
As of 2025, Five9 employs several thousand people and maintains a presence in countries such as the United States, the United Kingdom, Australia, and Ireland. Five9 recently ranked #21 in the OA500 2025, an objective index of the world’s top 500 outsourcing companies.
