Agent Success Manager

About Decagon

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experience. Our AI agents provide intelligent, human-like responses across chat, email, and voice, resolving millions of customer inquiries across every language and at any time.

Since coming out of stealth, Decagon has experienced rapid growth. We partner with industry leaders like Hertz, Eventbrite, Duolingo, Oura, Bilt, Curology, and Samsara to redefine customer experience at scale. We've raised over $200M from Bain Capital Ventures, Accel, a16z, BOND Capital, A*, Elad Gil, and notable angels such as the founders of Box, Airtable, Rippling, Okta, Lattice, and Klaviyo.

We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values—customers are everything, relentless momentum, winner’s mindset, and stronger together—shape how we work and grow as a team.

About the Team

Decagon’s Agent Success team is a high impact group that shapes how customers use and gain value from our product. You will work alongside a sharp and collaborative team of ASMs who build best practices, guide customers through high value deployments and bring customer insight into product strategy. Together the team defines how we deliver value to enterprise customers and continues to evolve as the company scales.

About the Role

As a member of Decagon’s Agent Success team you will partner closely with customers to guide deployments, support adoption and ensure they have the tools and insight they need to achieve meaningful outcomes. You will work cross functionally with Product and Engineering to surface customer needs, solve challenges and help shape how our technology performs in real world environments. This role blends relationship management with hands on execution and is ideal for someone who thrives in a fast paced setting and wants to have a direct impact at a high growth company.

In this role, you will

• Play a key role in shaping the Agent Success function and laying the groundwork for how it operates at Decagon

• Build meaningful and long-lasting partnerships with our customers, and act as your customers' strategic advisor

• Co-pilot with your customers throughout their deployment journey, from early stages of project scoping all the way to full adoption and value realization

• Continuously learn and upskill your expertise in our product features and functionality, as well as wider AI industry context to become an expert in best practices

• Expertly communicate with customer stakeholders, from individual contributors all the way to C-level executives

• Identify and support new projects and initiatives to best support our team and customers

• Collaborate with Agent Product & Engineering teams to identify technical improvement opportunities and influence the product roadmap based on customer needs

Your background looks something like this

• 4+ years of customer facing experience in a technical and customer facing role in B2B SaaS

• Proven experience managing large customers and driving highly visible projects involving multiple stakeholders

• Excellent communication and presentation skills, with the ability to simplify complex concepts for non-technical audiences

• Strong interpersonal, persuasion and teamwork skills

• Business understanding of GTM sales teams and processes

• Strong technical acumen and passion for the overall agent building process (ability to code not required or needed)

Even better if you have

• Familiarity with Agentic AI tool deployments in large organizations

• Working knowledge of Customer Support processes, systems, and best practices

• Experience in a high-growth startup environment

• Bachelor's degree in Science, Technology, Engineering, Math or similar fields

Benefits

• Medical, dental, and vision benefits

• Take what you need vacation policy

• Daily lunches, dinners and snacks in the office to keep you at your best

Compensation

$160K-$220K OTE + equity