Agent Education Manager

Job description

About Decagon 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. About the Team Decagon's Enablement team builds and delivers the programs that unlock product expertise for every customer and partner we work with. We sit at the intersection of product, strategy, and delivery, translating how Decagon's agents work into the confidence and skill needed to build concierge experiences. As Decagon continues to scale its strategic accounts and broaden its partner ecosystem, we're investing in how we deliver that expertise – expanding the programs we run, deepening the impact of every session, and extending our reach without diluting quality. This team is a critical part of Decagon’s delivery model and drives meaningful business outcomes. By teaching users how to build high-performing AI agents, we: - Build confidence in the product, helping close deals faster - Make users self-serve more, improving the efficiency of our delivery teams; and - Drive customer engagement and loyalty, reducing churn. About the Role We're looking for an Agent Education Manager to act as an expert advisor on two fronts: externally, teaching customers, partners, and prospects how to build agents within Decagon; and internally, advising our delivery teams on what enablement programs will drive the best outcomes for their customers. This role spans both pre-sales and post-sales. This is not a traditional enablement role – this is a high-ownership technical and strategic role that is paving the way for how AI-native companies train customers and implementation partners. You will define best practices for how to use Decagon, educate our stakeholders on them, and measure your impact. This may include AI prompting best practices, processes for managing agents over time, and building the judgment to know what "good" looks like in the world of agent building. You will decide what customers and prospects need to understand about the product, why it matters to their outcomes, and how to teach it so it sticks. You will then partner with our technical delivery teams – SE, Agent PM, Agent Strategy, and Agent Development – to bring that vision to life, whether that's a workshop for a Fortune 100 account, a takeaway guide for a self-serve customer, or a working session with a prospect mid-deal-cycle. In this role, you will - Own a portfolio of strategic accounts and partners. Serve as their product expert and enablement lead, accountable for their readiness to build in the platform. - Lead hands-on agent building workshops. Design and deliver training for our highest-priority accounts, including onsite sessions with executive and technical stakeholders. - Build Decagon University. Create learning pathways and repeatable programs, and develop the strategy to scale delivery through train-the-trainer sessions and digital learning platforms. - Know the product deeply as it rapidly evolves. Work closely with Product, Engineering, and PMM to keep every program current with the latest capabilities, and translate what's coming next for external stakeholders. - Define what impact looks like and prove it. Establish the metrics that show whether enablement is working – customer proficiency, time-to-independence, platform adoption – and hold the program accountable to them. - Stand up partner enablement from the ground up. Build programs and certifications for agencies, SIs, and channel partners. - Evolve the function as Decagon scales. Spot gaps, test new formats, and manage the tools and vendors behind the enablement experience. Your background looks something like this - 4-8 years in a customer-facing role, such as customer success, deployment strategy, solutions consulting, or technical product marketing, ideally in B2B SaaS. - Experience making complex, technical products feel approachable to a wide range of audiences. - Strong customer presence with exceptional written, verbal, and presentation skills. - Thrive in a fast-paced, ambiguous environment with multiple concurrent priorities. - A collaborative mindset with a knack for partnering cross-functionally. Even better if you have - Experience building or scaling enablement programs for partner, channel, or agency audiences, with hands-on delivery experience and an understanding of how those partners operate day to day. - Familiarity with conversational AI, agent platforms, or technical deployment work. - A consulting background (strategy, management, or implementation) with a bent toward translating strategy into hands-on execution. Compensation $160k - $200k + Offers Equity Benefits We proudly offer the following benefits for our full-time employees: - 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 - Monthly stipend to support your wellness, lifestyle, and work-life balance - Daily lunches and snacks in the office to keep you at your best - Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave) These benefits are described in more detail in Decagon’s policies, may vary by location, and can change at any time according to applicable compensation and benefits plans.