Agent Strategy Manager

About Decagon

Decagon is a leading conversational AI platform that helps brands create concierge-level customer experiences. Its technology powers AI agents for enterprise organizations such as Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas, supporting personalized interactions across voice, chat, email, SMS, and other channels.

The company is working toward a future where customer experience moves beyond tickets and waiting on hold to faster resolutions, more meaningful conversations, and stronger customer relationships. Decagon is backed by investors including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures.

Decagon is an in-office organization that values excellence and speed. Its guiding principles include Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle.

About the team

The Agent Strategy team plays a high-impact role in helping customers realize value from Decagon’s product. Team members work together to create best practices, support high-value deployments, and bring customer insight back into product strategy. The team helps define how enterprise customers succeed as the company grows.

This position is based in Atlanta.

Role overview

As part of the Agent Strategy team, you will work closely with customers to guide deployments, improve adoption, and ensure they have the support and insight needed to achieve strong outcomes. You will also partner with Product and Engineering to surface customer needs, solve issues, and influence how the product performs in real-world use cases.

This role combines client relationship ownership with hands-on execution and is well suited to someone who enjoys a fast-moving environment and wants to make a direct impact at a high-growth company.

Key responsibilities

• Help shape the Agent Strategy function and establish the foundation for how it operates at Decagon.
• Develop trusted, long-term relationships with customers and serve as a strategic advisor.
• Guide customers through the full deployment lifecycle, from early scoping through adoption and value realization.
• Keep building product expertise and stay current on the broader AI landscape to become a strong source of best practices.
• Communicate effectively with a wide range of stakeholders, including individual contributors and executive leaders.
• Identify and drive new projects and initiatives that strengthen support for the team and its customers.
• Work with Agent Product and Engineering teams to uncover technical improvements and help shape the roadmap based on customer needs.

Requirements

• At least 4 years of experience in a customer-facing technical role within B2B SaaS.
• Experience managing large accounts and leading highly visible, multi-stakeholder projects.
• Strong communication and presentation ability, including the skill to explain technical ideas clearly to non-technical audiences.
• Excellent interpersonal skills, persuasion, and collaborative working style.
• Working knowledge of GTM sales teams and commercial processes.
• Solid technical understanding and enthusiasm for the agent-building workflow; coding experience is not required.
• Nice-to-have: familiarity with agentic AI deployments in large organizations.
• Nice-to-have: experience with customer support processes, systems, and best practices.
• Nice-to-have: background in a high-growth startup environment.
• Nice-to-have: bachelor’s degree in Science, Technology, Engineering, Math, or a related field.

Compensation and benefits

The role offers an OTE of $160K–$200K plus equity. The stated compensation range is $160K–$200K.

Full-time employees are eligible for benefits that may vary by location and are subject to change based on company policies and applicable plans.

• Flexible vacation policy, subject to local requirements; UK employees receive 25 days of statutory leave.
• Medical, dental, and vision coverage for employees and their families.
• Life insurance and disability coverage.
• Retirement plan options such as 401K or pension.
• Parental leave.
• Fertility and family-building support through Carrot.
• Daily office lunches and snacks.

Additional information

This role is designed for someone who enjoys working closely with customers, balancing strategy with execution, and contributing directly to how enterprise AI deployments succeed at scale.