At a Glance
- Tasks: Guide customers through AI deployments and ensure they achieve meaningful outcomes.
- Company: Decagon, a leading conversational AI platform redefining customer experiences.
- Benefits: Medical, dental, vision benefits, generous time off, and daily meals in the office.
- Other info: Fast-paced environment with opportunities for growth and collaboration.
- Why this job: Join a high-impact team and shape the future of customer interactions with AI.
- Qualifications: 4+ years in customer-facing roles, excellent communication, and strong technical acumen.
The predicted salary is between 105000 - 140000 £ per year.
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, 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.
- 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 their strategic advisor
- Co‑pilot with 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 (coding not required)
Even better if you have
- 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
- A bachelor’s degree in Science, Technology, Engineering, Math or similar fields
Benefits
- Medical, dental, and vision benefits
- Generous time off, including 20 days statutory annual leave, 8 UK public holidays, and a company‑wide holiday break
- Daily lunches, dinners, and snacks in the office to keep you at your best
Compensation Range: £105K - £140K
Agent Strategy Manager employer: Decagon
Decagon is an exceptional employer that fosters a dynamic and collaborative work environment, where employees are empowered to shape the future of customer experiences through innovative AI technology. With a strong focus on personal and professional growth, Decagon offers generous benefits including comprehensive health coverage, ample time off, and daily meals, all while being part of a high-impact team that values excellence and creativity. Located in a vibrant office setting, this role provides the unique opportunity to work closely with industry-leading clients and contribute directly to meaningful projects in a fast-paced, high-growth company.
StudySmarter Expert Advice🤫
We think this is how you could land Agent Strategy Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Decagon. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Decagon before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Agent Strategy Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Decagon:Your cover letter is your chance to shine! Tell us why you want to work at Decagon specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Decagon!
How to prepare for a job interview at Decagon
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
