Agent Strategy Manager

About Decagon

Decagon leads in conversational AI, enabling brands to deliver concierge-level customer experiences across multiple channels like voice, chat, email, and SMS. Their platform supports enterprises such as Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas in deploying AI agents that foster personalized, rich interactions. Supported by top-tier investors including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, Decagon is reshaping the future of customer engagement with faster, deeper, and more satisfying solutions. The company culture emphasizes diligence, customer-driven innovation, a competitive but collaborative mindset, and multidisciplinary expertise.

Team Overview

The Agent Strategy team at Decagon significantly influences how customers utilize and derive value from the platform. This collaborative group develops best practices, assists customers through critical deployment phases, and incorporates customer feedback into product strategy, all while scaling their impact as the company grows.

Role Summary

In this role, you will serve as an essential advisor to clients, guiding them through deployment, boosting adoption, and ensuring they maximize the platform’s benefits. Your work will involve close coordination with Product and Engineering to relay customer insights and improve technological capabilities. This position demands hands-on execution combined with relationship management skills, beneficial for those seeking impactful contributions in a rapid-growth environment.

Key Responsibilities

• Establish and evolve the Agent Strategy function and operational foundations at Decagon.
• Forge sustained, strategic relationships with customers acting as their trusted advisor.
• Guide clients from initial project scoping through full implementation and realization of platform value.
• Continuously deepen your knowledge of Decagon's product functionalities and broader AI industry trends to maintain subject matter expertise.
• Effectively communicate with diverse customer stakeholders, including executive leadership.
• Identify and assist with new initiatives to enhance team and customer success.
• Collaborate with Product and Engineering teams to highlight technical enhancements and contribute to product roadmap prioritization based on client feedback.

Candidate Profile

• Minimum four years’ experience in a technical, client-facing role within B2B SaaS.
• Proven track record managing enterprise-level customers and navigating complex projects with multiple stakeholders.
• Strong aptitude for clear communication and presenting complex ideas simply to non-technical audiences.
• Excellent interpersonal, persuasive, and collaborative skills.
• Sound understanding of go-to-market sales processes and teams.
• Robust technical curiosity focused on the agent development lifecycle; coding skills are not mandatory.

Additional Advantages

• Experience with deploying agentic AI tools in large organizations.
• Familiarity with customer support workflows, systems, and best practices.
• Background in a fast-paced startup environment.
• Bachelor’s degree in a STEM or related field.

Compensation and Benefits

The offered OTE ranges from $160,000 to $220,000, accompanied by equity options. Decagon supports full-time staff with a comprehensive benefits package including flexible vacation policies, comprehensive medical/dental/vision coverage for employees and their families, life and disability insurance, retirement plans like 401(k), parental leave, fertility and family-building support through Carrot, and complimentary daily lunches and snacks at the office. Benefits vary by location and are subject to periodic updates as per company policies.