4+ years in a technical, customer-facing role in B2B SaaS
Experience managing large customers and driving multi-stakeholder projects
Strong communication and presentation skills, simplifying complex concepts
Teamwork, interpersonal, and persuasion skills
Understanding of go-to-market sales teams and processes
Technical acumen with a passion for agent building processes
Responsibilities
Shape the Agent Success function and establish operational groundwork
Build long-lasting partnerships and act as a strategic advisor to customers
Guide customers through their deployment journey from scoping to value realization
Continuously learn and upskill on product features and industry best practices
Communicate effectively with stakeholders from individual contributors to C-suite
Identify and support new projects benefiting the team and customers
Collaborate with Product & Engineering teams to influence the product roadmap
Benefits
Take what you need vacation policy
Medical, Dental, and Vision benefits for employees and families
Life Insurance and Disability Benefits
Retirement Plan options
Parental Leave
Fertility and family building benefits
Daily meals and snacks provided in the office
Full Job Description
About the Team
Decagon's Agent Success team is a high impact group that shapes how customers use and gain value from our product. You will work alongside a sharp and collaborative team of ASMs who build best practices, guide customers through high value deployments and bring customer insight into product strategy. Together the team defines how we deliver value to enterprise customers and continues to evolve as the company scales.
About the Role
As a member of Decagon's Agent Success 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.
In this role, you will
Play a key role in shaping the Agent Success 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
Your background looks something like this
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)
Even better if you have
Are familiar with Agentic AI tool deployments in large organizations
Have working knowledge of Customer Support processes, systems, and best practices
Have experience in a high-growth startup environment
Have a bachelor's degree in Science, Technology, Engineering, Math or similar fields
Compensation
$160K-$220K OTE + equity
Benefits
We proudly offer the following benefits for our full-time employees:
Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave)
Medical, Dental, and Vision benefits for you and your family
Life Insurance and Disability Benefits
Retirement Plan (e.g., 401K, pension)
Parental Leave
Fertility and family building benefits through Carrot
Daily lunches and snacks in the office to keep you at your best
