Agent Education Manager

About Decagon

Decagon is a leading conversational AI platform that empowers brands to deliver exceptional, personalized customer experiences across various channels including voice, chat, email, and SMS. Trusted by top-tier clients such as Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas, Decagon uses AI agents to elevate customer interactions beyond traditional support.

We are an office-based company committed to rapid excellence and innovation, driven by our core values: Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle.

Team Overview

Decagon’s Customer Enablement team creates and delivers programs that promote product understanding and adoption for all customers and partners. Positioned at the crossroads of product, strategy, and delivery, this team translates Decagon’s agent functionality into actionable skills and confidence for clients to craft high-quality concierge experiences.

As Decagon scales into larger strategic accounts and expands its partner network, it invests in refining enablement initiatives to maximize impact and reach without sacrificing excellence. This team is integral to achieving business goals by educating users to build efficient AI agents, fostering customer confidence, accelerating deals, enhancing self-service adoption, and reducing churn.

Role Summary

The Agent Education Manager will be a key advisor both externally—to educate customers, partners, and prospects on building agents with Decagon—and internally—to guide delivery teams on designing effective enablement programs and materials. This role is technical and strategic in nature, setting standards for AI product use and training methodologies.

Responsibilities include defining essential knowledge areas such as AI prompting techniques, agent lifecycle management, and performance benchmarking. The manager will determine the critical content for customer understanding and collaborate with various internal teams to deliver tailored trainings, workshops, and resources.

Primary Responsibilities

• Act as the subject matter expert and enablement lead for a strategic accounts and partner portfolio, responsible for their platform readiness.
• Develop and conduct interactive workshops and onsite training for top-tier prospects and strategic clients, engaging both executive and technical audiences.
• Create learning pathways and scalable programs through Decagon University.
• Design and implement scalable enablement delivery methods including train-the-trainer initiatives and digital learning platforms.
• Collaborate with Product, Engineering, and Product Marketing Management to ensure programs remain current with platform advancements.
• Expand and manage partner enablement frameworks, including certifications for agencies, system integrators, and channel partners.
• Drive education innovation at Decagon by identifying gaps, experimenting with new formats, and enhancing function scalability.
• Oversee the selection and management of learning tools, systems, and external vendors to maintain high-quality training experiences.

Candidate Profile

• 4 to 8 years in customer-facing roles like customer success, deployment strategy, solutions consulting, or technical product training, preferably within B2B SaaS environments.
• Ability to simplify complex technical products for diverse audiences.
• Strong presence with excellent written, verbal, and presentation communication skills.
• Ability to thrive in a dynamic, fast-paced environment handling multiple priorities.
• Collaborative approach with experience working cross-functionally.

Preferred Qualifications

• Experience developing and scaling enablement programs for partner, channel, or agency audiences including direct delivery experience.
• Background or familiarity with conversational AI, agent platforms, or technical deployments.
• Consulting experience with emphasis on translating strategies into practical execution.

Compensation and Benefits

Salary range: $160,000 to $200,000 annually plus equity options.

• Flexible vacation policy according to local laws (e.g., 25 days statutory leave for UK employees).
• Comprehensive Medical, Dental, and Vision insurance for employees and their families.
• Life insurance and disability coverage.
• Retirement savings plans such as 401(k) or equivalent pensions.
• Parental leave provisions.
• Fertility and family planning support via Carrot benefits.
• Daily lunches and snacks provided onsite to promote wellbeing.

Benefits may vary by location and are subject to change according to company policies and applicable laws.