Customer Programs Lead

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

The Customer team at Decagon is responsible for deploying and maintaining AI agents for our customers. The team includes Agent Product Managers (APMs), Customer Success Managers (CSMs), Implementation Managers, and partners closely with Agent Software Engineers (ASWEs) to deliver successful agent implementations and ongoing outcomes.

This role sits within the Strategy & Operations team in the Customer org. Our work is focused on driving consistency, quality, and efficiency of product delivery across Decagon’s growing customer base.

About the Role

We’re looking for a strong operator to own and scale the programs that help customers successfully build and scale AI agents. This role sits at the frontier of defining how the world’s leading businesses learn to adopt and use AI.

You’ll own the customer education and readiness layer of agent delivery, defining how customers are onboarded, trained, and supported through clear implementation guidance and best practices. Beyond setting standards and systems, you’ll personally lead select trainings – particularly for high-priority customers, major product launches, and complex use cases.

This is a high-impact, cross-functional role working closely with leaders across Go-to-Market, Product, Engineering, and Operations. You’ll drive initiatives that strengthen onboarding, improve training quality and consistency, and ensure post-sales teams have the tools and resources to deliver customer education efficiently and at scale.

In this role, you will

• Build and scale world-class customer education programs – including onboarding, technical training, and continuous learning.

• Serve as a hands-on product expert for our highest priority accounts, providing guidance on agent design.

• Define and maintain scalable playbooks and best practices for agent implementation, delivery, and maintenance.

• Identify recurring customer challenges in operating AI agents and translate them into actionable guidance, training, or documentation.

• Own the centralized knowledge hub that keeps customer-facing teams aligned on product capabilities and best practices.

• Identify, evaluate, and implement AI-driven tools and platforms to improve knowledge management, product education, and training delivery.

• Partner with post-sales leadership to turn customer and delivery learnings into programs and guidance that scale across the post-sales team.

• Measure impact through metrics like time-to-value and product adoption, iterating based on results.

Your background looks something like this

• 5–8 years of experience in customer success, solutions engineering, or operations — ideally supporting post-sales or services teams in a SaaS, AI, or technical environment.

• Proven ability to design scalable programs, structure systems from ambiguity, and deliver measurable outcomes.

• Strong project management skills — comfortable driving from strategy through execution.

• Excellent communicator who bridges technical and non-technical teams with clarity and empathy.

• Deep understanding of customer-facing and delivery roles, with a bias toward action and continuous improvement.

Even better if you have

• You’ve supported post-sales enablement in a fast-growing SaaS or AI company.

• You have experience with agentic AI systems, implementation enablement, or technical training design.

• You’ve led programs that improved delivery efficiency or customer outcomes.

• You enjoy building clarity from ambiguity and designing frameworks that scale.

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

$180K – $230K + Offers Equity