Agent Strategy Manager

About the Company

Decagon is a conversational AI platform that helps brands create premium, concierge-style customer experiences. Its software is used by large enterprises such as Avis Budget Group, Cash App, Square, Chime, Oura Health, and Hunter Douglas to run AI agents across voice, chat, email, SMS, and other channels, with the goal of improving speed, quality, and personalization in customer interactions.

The company is backed by leading investors including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, among others. Decagon operates as an in-office organization and emphasizes a culture centered on getting work done, inventing what customers want, maintaining a winner’s mindset, and bringing a broad, adaptable skill set to the team.

About the Team

The Agent Strategy team plays a central role in helping customers realize value from the product. Team members collaborate to define best practices, guide major deployments, and bring customer feedback into product decisions as the business grows.

Role Overview

In this position, you will work directly with customers to support deployments, encourage adoption, and help them achieve measurable outcomes. You will also partner with Product and Engineering to identify customer needs, resolve issues, and shape how the technology performs in real-world use cases. The job combines relationship ownership with hands-on execution and is well suited to someone who enjoys a fast-moving environment and wants to make a tangible impact at a high-growth company.

Key Responsibilities

• Help define the Agent Strategy function and establish the operating foundation for the team.
• Develop trusted, long-term relationships with customers and serve as a strategic advisor.
• Support customers through the full deployment lifecycle, from early scoping through adoption and value realization.
• Continue building expertise in product capabilities and broader AI industry trends to stay current on best practices.
• Communicate effectively with a wide range of stakeholders, including individual contributors and senior executives.
• Spot and drive new initiatives that strengthen support for both the team and customers.
• Work closely with Agent Product and Engineering teams to surface technical opportunities and influence the roadmap based on customer requirements.

Candidate Profile

You should bring at least 4 years of customer-facing experience in a technical B2B SaaS setting. The ideal background includes managing large accounts, leading highly visible initiatives with multiple stakeholders, and explaining complex topics clearly to non-technical audiences. Strong communication, presentation, relationship-building, persuasion, and collaboration skills are important, along with a solid understanding of GTM sales teams and processes. A strong technical mindset and genuine interest in the agent-building process are also essential, though coding experience is not required.

Preferred Qualifications

It is an advantage if you have worked with agentic AI deployments in large organizations, understand customer support workflows and tools, have experience in a fast-growing startup, or hold a bachelor’s degree in a science, technology, engineering, math, or related field.

Compensation

The role offers an OTE of $160K to $220K, plus equity. The compensation range listed is $160K to $220K.

Benefits

Full-time employees receive a flexible vacation policy subject to local rules, with UK employees receiving 25 days of statutory leave. Additional benefits include medical, dental, and vision coverage for employees and families; life insurance and disability coverage; a retirement plan such as 401(k) or pension; parental leave; fertility and family-building support through Carrot; and daily lunches and snacks in the office.

Additional Information

Benefit details are governed by company policies, may vary depending on location, and can be updated at any time based on applicable compensation and benefits plans.

This is an in-office role based in New York, NY.