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About the Role

As a member of Decagon’s Agent Strategy team, you will partner closely with customers to guide deployments, support adoption, and ensure they have the tools and insight they need to achieve meaningful outcomes. You will work cross-functionally with Product and Engineering to surface customer needs, solve challenges, and help shape how our technology performs in real-world environments. This role blends relationship management with hands-on execution and is ideal for someone who thrives in a fast-paced setting and wants to have a direct impact at a high-growth company.

Responsibilities

Play a key role in shaping the Agent Strategy function and laying the groundwork for how it operates at Decagon
Build meaningful and long-lasting partnerships with our customers, and act as your customers' strategic advisor
Co-pilot with your customers throughout their deployment journey, from early stages of project scoping all the way to full adoption and value realization
Continuously learn and upskill your expertise in our product features and functionality, as well as wider AI industry context to become an expert in best practices
Expertly communicate with customer stakeholders, from individual contributors all the way to C-level executives
Identify and support new projects and initiatives to best support our team and customers
Collaborate with Agent Product & Engineering teams to identify technical improvement opportunities and influence the product roadmap based on customer needs

Requirements

4+ years of customer-facing experience in a technical and customer-facing role in B2B SaaS
Proven experience managing large customers and driving highly visible projects involving multiple stakeholders
Excellent communication and presentation skills, with the ability to simplify complex concepts for non-technical audiences
Strong interpersonal, persuasion and teamwork skills
Business understanding of GTM sales teams and processes
Strong technical acumen and passion for the overall agent building process (ability to code not required or needed)
Familiar with Agentic AI tool deployments in large organizations
Working knowledge of Customer Support processes, systems, and best practices
Experience in a high-growth startup environment

Skills

AI
Conversational AI
B2B SaaS
Customer Support
Agentic AI

Location

In-office

Work Type

Full-time

Experience Level

4+ years

Education Level

Bachelor's degree in Science, Technology, Engineering, Math or similar fields

Salary/Compensations

$160K-$220K OTE + equity

Benefits

Take what you need vacation policy
Medical, Dental, and Vision benefits for you and your family
Life Insurance and Disability Benefits
Retirement Plan
Parental Leave
Fertility and family building benefits through Carrot
Daily lunches and snacks in the office

About the Company

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.
Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.
We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships.
We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others.
We’re an in-office company, driven by a shared commitment to excellence and velocity.
Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team.