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 Team
When a Fortune 500 C-suite brings in Decagon, they are not buying a support tool. They are buying a transformation of how their customers experience their brand, end to end. Agent Product Managers are the people they trust to make that transformation real.
Your counterpart is the C-suite, and what they are asking you to transform is their entire customer experience. You define the roadmap, the frameworks, and the decision-making models that make a top-down transformation feel safe to bet on. You hold that relationship from the first pre-sales conversation through the life of the account.
The work compounds in a way most roles don't. Every flagship deployment you lead feeds directly into our playbooks and raises the quality of every build that follows. Hard-won lessons on your accounts become leverage across the whole company, and the IP you create outlives any single agent.
These are the largest, most complex enterprises in the market. The ones that require deep customization, real judgment, and a partner who can operate at the highest level. This is not a standardized implementation role, and it is not an account management or customer success role.
About the Role
This is the most strategic customer-facing role at Decagon. You are the technical owner who drives the delivery that wins the deal and the executive partner who creates the long-term AI roadmap vision. You earn trust with the customer's leadership team, scope a solution that solves their problems, and then build the working AI agent. You are the direct owner for each account's agents end-to-end, partnering with our Strategic Account Directors, Agent Strategy Managers and Forward Deployed Engineers to scale the agent in production and grow it into a core part of how the customer's company runs.
It is a rare combination: the executive influence of a top strategy consulting leader, the instincts of a product builder, and the ownership of a founder. If you have ever wanted to build the solution instead of hand off the recommendation, this role was designed for you. You own the outcome end to end, on the highest-stakes accounts in the market, with all of Decagon's cross-functional teams behind you.
This is a senior individual contributor role. You are trusted to make high-stakes decisions independently and own outcomes, gaining leverage by directing forward deployed engineers and partner teams who own a share of the execution.
In this role, you will
Own the technical win on Decagon's largest strategic opportunities, partnering with Sales, Solutions Engineers and Forward-deployed engineers to build working AI agents that turn sophisticated, skeptical buyers into signed customers.
Serve as the executive partner to the C-suite of Fortune 500 companies, defining and driving their AI transformation roadmap and owning the relationship from first conversation through production and expansion.
Design, build, and optimize enterprise-grade AI agents in production, going deep on each customer's workflows, pain points, and goals.
Turn the frameworks and playbooks you develop into reusable assets that scale across accounts and feed directly into Decagon's product roadmap.
Direct Forward-deployed engineers and partner teams to deliver at scale while you stay accountable for the outcome.
Run tight feedback loops into Product and Engineering, shaping the product based on what you learn on the front lines of our most demanding deployments.
Your background looks something like this
6+ years of experience owning ambiguous, high-stakes outcomes and earning the trust of senior executives. This includes engagement managers, project leaders, and senior managers from top consulting firms, as well as product managers, founders, and forward-deployed or solutions roles at high-growth technology companies.
A builder's instinct. You want to design and build the actual solution, not just diagnose the problem or manage someone else who builds it.
Strong technical acumen. You can understand and shape AI agent designs and hold your own in a technical conversation with both engineers and executives.
Executive presence and a track record of becoming a trusted advisor to senior decision-makers at large, complex organizations.
Comfort operating in fast-moving, ambiguous environments where you shape the solution as much as you implement it.
Even better
A Computer Science, Engineering, or Math degree, or equivalent hands-on technical experience.
An MBA, or equivalent experience at the intersection of business strategy and technology, is a plus.
Experience selling, deploying, or advising on enterprise software or transformation programs at the Fortune 500 level.
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.