Enterprise Customer Success Manager

About Decagon

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experience. Our AI agents provide intelligent, human-like responses across chat, email, and voice, resolving millions of customer inquiries across every language and at any time.

Since coming out of stealth, Decagon has experienced rapid growth. We partner with industry leaders like Hertz, Eventbrite, Duolingo, Oura, Bilt, Curology, and Samsara to redefine customer experience at scale. We've raised over $200M from Bain Capital Ventures, Accel, a16z, BOND Capital, A*, Elad Gil, and notable angels such as the founders of Box, Airtable, Rippling, Okta, Lattice, and Klaviyo.

We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values—customers are everything, relentless momentum, winner’s mindset, and stronger together—shape how we work and grow as a team.

Decagon’s Customer Success team is a newly formed and high-impact group that shapes how customers use and gain value from our product. You will work alongside a sharp and collaborative team of CSMs who build best practices, guide customers through high-value deployments and bring customer insight into product strategy. You will help define how we deliver value to enterprise customers and contribute to building a team that scales with the company.

As a founding member of Decagon’s Customer 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 help build Customer Success at a high-growth company.

This is a fully in office role based in our San Francisco headquarters.

• Be a founding member of the Customer Success team - you’ll build the foundation of Customer Success at Decagon

• Build meaningful and long-lasting partnerships with our customers, and act as your customers' strategic advisor

• Co-pilot with your 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

• 4+ years of customer facing experience in a Customer Success 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 (ability to code not required or needed)

• Are familiar with Agentic AI tool deployments in large organizations

• Have working knowledge of Customer Support processes, systems, and best practices

• Have experience in a high-growth startup environment

• Have a bachelor's degree in Science, Technology, Engineering, Math or similar fields

• Comprehensive medical, dental, and vision benefits.

• Flexible vacation policy—take what you need to recharge.

• Daily meals and snacks to keep you energized and focused.