AI customer support agents · San Francisco
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 Role
Decagon is looking for a Head of Industry Marketing to own our go-to-market strategy across our core verticals. You'll define how Decagon is positioned, messaged, and sold into each industry, and partner closely with Sales, Product, Agent Product, and Growth to turn that strategy into pipeline and revenue.
In this role, you will
Customer and market intelligence: Stay close to customers, prospects, analysts, and the competitive landscape in each vertical. Surface insights that sharpen positioning and inform product direction.
Vertical GTM strategy: Define and own the go-to-market strategy for Decagon's priority industries. Develop ICP definitions, buyer personas, key use cases, and competitive positioning for each vertical.
Messaging and positioning: Craft the core narrative for how Decagon wins in each industry. Develop differentiated value propositions grounded in real buyer pain, vertical-specific proof points, and Decagon's technical moat. Own the messaging hierarchy from category level down to persona level.
Sales enablement: Build the assets and plays that help the sales teams win: battlecards, industry primers, objection handling, discovery question frameworks, and deal-stage content. Measure what actually gets used and improves conversion.
Launch and campaign strategy: Partner with Growth to plan how vertical programs come to market, from ABM campaigns and field events to customer stories and analyst moments.
Cross-functional alignment: Serve as the connective tissue between Product and Sales for your industries. Ensure that new product capabilities get translated into vertical-specific value quickly, and that field feedback loops back into roadmap and messaging.
Your background looks something like this
10+ years of experience in product marketing or industry/solutions marketing, ideally at a B2B SaaS company.
You've owned a vertical or segment GTM strategy, not just executed campaigns within someone else's framework.
You're a strong messaging strategist who knows how to develop a point of view, translate it into crisp narratives, and pressure-test it with buyers and sellers.
You've worked closely with enterprise sales teams and understand what it takes to influence a complex, multi-stakeholder deal.
You think in positioning before you think in deliverables. You ask "why does this matter to the buyer?" before "what should this say?"
You're comfortable with ambiguity and can define the structure others will execute against.
Even better if you have
Experience marketing to complex, regulated industries.
A track record launching new vertical motions from scratch, not just inheriting a playbook.
Familiarity with the AI or CX technology landscape and the ability to credibly engage with technical and non-technical stakeholders alike.
Experience building analyst and press relationships within a specific industry.
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.