Agent Education Manager

Decagon; San Francisco (CA); On-site; USD 160,000 - 200,000; Full time

Benefits offered by this job

Take what you need vacation policy

Medical, Dental, and Vision benefits

Life Insurance & Disability

Retirement Plan

Parental Leave

Fertility benefits

Daily lunches in the office

Job summary

Decagon is seeking an Agent Education Manager to lead external customer enablement and to advise internal delivery teams on the best enablement content and programs. You will define best practices for using Decagon, including AI prompting and ongoing agent management, and educate stakeholders across the org.

You will collaborate with our delivery teams—SE, Agent PM, Agent Strategy, and Agent Development—to deliver workshops for Fortune 100 accounts, create self-serve guides, and run mid-deal

Qualifications

• 4–8 years in a customer-facing role in B2B SaaS.
• Ability to make complex technical products approachable.
• Strong written, verbal, and presentation skills.
• Thrives in a fast-paced, ambiguous environment with multiple priorities.
• Collaborative mindset with cross-functional partnering.

Responsibilities

• Serve as product expert and enablement lead for strategic accounts and partners.
• Design and lead hands-on workshops for top prospects and accounts.
• Build learning pathways and programs for Decagon University.
• Own and scale enablement content including train-the-trainer sessions.
• Partner with Product, Engineering, and PMM to align programs with product capabilities.
• Develop partner enablement programs and certifications for agencies, SIs, and partners.
• Shape education strategy and experiment with new formats to scale.
• Evaluate tools, systems, and vendor relationships for learning experiences.

Skills

Customer-facing experience

Workshop design

Cross-functional collaboration

Strong communication

SaaS enablement

Tools

Digital learning platforms

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 Customer Enablement team builds and delivers the programs that unlock product adoption and mastery for every customer and partner we work with. We sit at the intersection of product, strategy, and delivery, translating how Decagon’s agents work under the hood into the confidence and skill customers need to build concierge experiences.

As Decagon continues to scale into large, strategic accounts and broaden its partner ecosystem, we’re investing in how we deliver that expertise – sharpening 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 customers how to build high-performing AI agents, we build confidence in the product, helping close deals faster; make customers 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 with Decagon; and internally, advising our delivery teams on what enablement programs and content will drive the best outcomes for their customers.

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 partners. You will define best practices for using Decagon, from both a product and process perspective, and educate our stakeholders on them. This includes AI prompting best practices, processes for managing agents over time, and building the judgment to know what "good" looks like as use cases evolve.

You will decide what customers and prospects need to understand, why it matters to their outcomes, and how to teach it so it sticks. You will then partner with our 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

• Serve as the product expert and enablement lead for a portfolio of strategic accounts and partners, accountable for their readiness to build in the platform.
• Design and lead hands‑on workshops for our highest priority prospects and strategic accounts, including onsite training with executive and technical stakeholders.
• Build learning pathways and repeatable programs for Decagon University.
• Own and develop programs to scale delivery of enablement content, including train-the-trainer sessions and digital learning platforms.
• Partner with Product, Engineering, and PMM to keep every program aligned with evolving product capabilities.
• Build and scale our partner enablement programs and certifications for agencies, SIs, and channel partners.
• Be a voice for how education should evolve at Decagon – spotting gaps, testing new formats, and improving how the function scales.
• Evaluate and manage the tools, systems, and vendor relationships required to deliver best-in-class learning experiences.

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 training, 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:

• 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.