Agent Success Manager

About the role

Join Decagon's Agent Success team to help enterprise clients maximize their use of our conversational AI platform. You will guide customers through the implementation process, promote product adoption, and ensure they achieve their desired business outcomes. This role requires you to act as a strategic partner, listening deeply to client needs and translating them into actionable plans for success. You will own the end-to-end journey of key accounts, from initial discovery through long-term expansion. The position blends elements of customer advocacy, operational execution, and cross-functional collaboration. You will work closely with sales, product, and engineering teams to close the loop between feedback and product development. This is a hands-on role where your impact will be measured by the growth and satisfaction of the accounts you manage.

Key facts

What you'll do

• Take ownership of defining the Agent Success function and setting the strategic direction for client operations.
• Act as a trusted advisor to enterprise clients, building deep relationships with stakeholders at every level of their organization.
• Orchestrate the end-to-end client journey, guiding partners from initial project scoping to full adoption and measurable value realization.
• Drive continuous learning and mastery of Decagon's product features and the evolving AI landscape to advise clients effectively.
• Translate complex technical concepts into clear, compelling narratives for audiences ranging from frontline staff to C-level decision-makers.
• Proactively identify opportunities for process improvements and new initiatives that create additional value for both clients and the internal team.
• Serve as the primary liaison between clients and cross-functional departments, ensuring feedback directly influences product strategy and engineering priorities.
• Monitor client health metrics and usage patterns to identify risks early and champion interventions that secure long-term success.
• Develop and refine playbooks for onboarding, training, and support that standardize excellence across all client engagements.
• Represent Decagon in industry discussions and client reviews, reinforcing the company's position as a leader in conversational AI.
• Collaborate with sales teams to align post-sale activities with customer expectations and renewal strategies.
• Lead workshops and working sessions that help clients unlock new use cases and expand their adoption of the platform.
• Track and report on key performance indicators to demonstrate the tangible impact of Decagon's solutions on client business outcomes.
• Mentor junior team members and contribute to the documentation of best practices and playbooks.

Requirements

• Bring a minimum of 4 years of client-facing experience from a technical B2B SaaS background.
• Show a proven track record of managing large, complex accounts and leading high-visibility projects with many stakeholders.
• Demonstrate excellent communication and presentation skills, with the ability to simplify intricate ideas for non-technical listeners.
• Exhibit strong interpersonal, persuasive, and collaborative skills that build trust and alignment across teams.
• Have a solid understanding of Go-To-Market sales teams, structures, and operational processes.
• Display a genuine interest in technical subjects and the agent building process, even if you do not have a coding background.
• Thrive in a fast-paced, high-growth environment where priorities shift quickly and adaptability is essential.
• Commit to maintaining a high standard of professionalism and ownership in all interactions with clients and internal partners.
• Be comfortable working with data and metrics to inform decisions and measure success.
• Align with Decagon's mission of transforming customer experiences through cutting-edge conversational AI technology.

Nice to have

• Hands-on experience with Agentic AI tool deployments within large, complex organizations.
• Familiarity with Customer Support processes, systems, and industry best practices.
• Background working in a high-growth startup environment where agility and ownership are highly valued.
• Hold a Bachelor's degree in Science, Technology, Engineering, Mathematics, or a closely related field.

Practical notes

This role is based in Toronto and is an in-office, full-time position. The successful candidate is expected to work from the office location as this role requires close collaboration and hands-on work with the team. Benefits include medical, dental, and vision coverage for you and your family, life insurance, disability benefits, a retirement plan (e.g., 401K), parental leave, fertility and family building benefits through Carrot, a monthly stipend for wellness, lifestyle, and work-life balance, and daily in-office lunches and snacks. We offer a "take what you need" vacation policy (25 days statutory leave for UK employees). Benefits may vary by location and are subject to change.