Agent Education Manager

About Decagon

Decagon is a leading platform specializing in conversational AI, designed to empower brands to deliver personalized concierge customer experiences. Its technology supports major enterprises such as Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas by enabling AI agents to manage communications across various channels like voice, chat, email, and SMS.

The company is focused on transforming customer service from traditional support tickets and hold music to swift resolutions, richer conversations, and stronger customer relationships. Decagon operates with core values including determination, innovation tailored to customer needs, a winning mindset, and a multidisciplinary approach, all supported by prominent investors.

Team Overview

The Customer Enablement team at Decagon develops and implements programs to drive adoption and mastery of its products among customers and partners. Positioned between product development, strategy, and delivery, this team aims to instill confidence in users by translating complex agent operations into straightforward, effective education.

Role Summary

As an Agent Education Manager, you will serve as a key expert both externally—helping customers, partners, and prospects learn to build AI agents with Decagon—and internally—guiding delivery teams on designing impactful enablement content and programs. This strategic role requires ownership and a pioneering approach to customer training in AI-native organizations.

You will establish best practices for using the Decagon platform, encompassing AI prompting techniques, agent lifecycle management, and quality benchmarks as use cases evolve. The position involves collaborating with various internal teams and tailoring educational programs ranging from workshops with major accounts to self-serve customer guides.

Key Responsibilities

• Act as the expert and enablement leader for a select portfolio of strategic accounts and partners to ensure their readiness in utilizing the platform.
• Create and facilitate hands-on workshops for top-tier prospects and strategic customers, including in-person sessions with executive and technical stakeholders.
• Develop structured learning pathways and scalable programs as part of Decagon University.
• Manage initiatives that increase the reach of enablement content, such as train-the-trainer and digital learning programs.
• Coordinate with Product, Engineering, and Product Marketing to align education materials with ongoing product developments.
• Expand and refine partner education and certification programs for agencies, system integrators, and channel collaborators.
• Advocate for the evolution of educational approaches within Decagon by identifying gaps, testing new methods, and optimizing scalability.
• Oversee selection and management of educational tools, systems, and vendor partnerships to deliver superior learning experiences.

Candidate Profile

• 4 to 8 years of experience in roles involving customer engagement such as customer success, deployment strategy, solution consulting, or technical product training, preferably in B2B SaaS environments.
• Ability to simplify complex technical products for diverse audiences.
• Excellent verbal, written, and presentation communication skills with strong customer-facing presence.
• Capability to manage multiple priorities in a fast-paced, dynamic setting.
• Collaborative outlook with proficiency in cross-functional teamwork.

Preferred Qualifications

• Experience in building or scaling enablement programs targeted at partners, channels, or agencies with practical delivery involvement.
• Knowledge of conversational AI, agent platforms, or technical deployment projects.
• Consulting experience focused on strategy and execution.

Compensation and Benefits

This full-time position offers a salary range from $160,000 to $200,000 per year, alongside equity options.

Employee benefits include a flexible vacation policy, comprehensive medical, dental, and vision coverage for employees and their families, life insurance, disability benefits, retirement savings plans (such as 401K or pension), parental leave, fertility and family-building support through Carrot, and daily office lunches and snacks.

Note: Benefits and policies may vary by location and are subject to change as per company plans.