Agent Strategy Manager

Decagon; Toronto; On-site; CAD 225,320 - 309,815; Full time

Benefits offered by this job

Vacation policy

Health benefits

Life Insurance & Disability

Retirement plan

Parental leave

Fertility benefits

Office lunches

Job summary

Decagon seeks a senior Agent Success professional to guide deployments, drive adoption, and ensure customers gain meaningful outcomes. You will collaborate with Product and Engineering to surface needs and shape how our AI agents perform in real-world environments.

The role blends relationship management with hands-on execution in a fast-growing company, requiring excellent communication, strategic thinking, and the ability to influence stakeholders at all levels.

Qualifications

• 4+ years of customer-facing experience in a technical B2B SaaS role.
• Proven experience managing large customers and multi-stakeholder projects.
• Excellent communication and presentation skills; ability to simplify complex concepts.
• Strong interpersonal, persuasion and teamwork skills.
• Business understanding of GTM sales teams and processes.
• Strong technical acumen with passion for the agent-building process (coding not required).

Responsibilities

• Shape the Agent Success function and operating model at Decagon.
• Build partnerships and act as the customer’s strategic advisor.
• Co-pilot deployments from scoping to full adoption and value realization.
• Upskill on product features and wider AI industry context to become an expert.
• Communicate with stakeholders from staff to C-level executives.
• Identify new projects and opportunities to support the team and customers.
• Collaborate with Product & Engineering to influence the roadmap.

Skills

Customer-facing experience

Communication & presentation

Interpersonal & teamwork

Technical acumen

GTM knowledge

Education

Bachelor's degree in STEM fields

Tools

Agentic AI tooling

Job description

About Decagon

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.

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 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

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.