Agent Success Manager
Partner with enterprise customers to guide AI agent deployments from scoping through adoption, acting as a strategic advisor while collaborating with Product and Engineering to influence the roadmap. Requires 4+ years of technical B2B SaaS customer experience and strong stakeholder management skills.
Responsibilities
- 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 customers, acting as their strategic advisor
- Co-pilot with customers throughout their deployment journey, from early stages of project scoping to full adoption and value realization
- Continuously learn and upskill expertise in product features, functionality, and AI industry context to become an expert in best practices
- Expertly communicate with customer stakeholders, from individual contributors to C-level executives
- Identify and support new projects and initiatives to best support the 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 B2B SaaS role
- 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)
Nice-to-Haves
- Familiarity 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
- Bachelor's degree in Science, Technology, Engineering, Math or similar fields
Compensation & Benefits
- $160K-$200K OTE + equity
- Take what you need vacation policy
- Medical, Dental, and Vision benefits
- Life Insurance and Disability Benefits
- Retirement Plan (e.g., 401K)
- Parental Leave
- Fertility and family building benefits through Carrot
- Daily lunches and snacks in the office
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