AI Enablement Lead, Customers

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.

About the Team

The Services Enablement team at Decagon empowers our post-sales organization — including Agent Product Managers (APMs) and Agent Software Engineers (ASWEs) — to deliver world-class agent implementations. We sit at the intersection of operations, learning, and process design, ensuring every post-sales teammate has the tools, playbooks, and knowledge needed to deliver with excellence. Our work drives consistency, quality, and scale across Decagon’s growing customer base.

About the Role

We’re looking for an AI Enablement Lead to design and execute the programs, tools, and training that enable Decagon’s delivery teams to operate at their best. This is a high-impact, cross-functional role that partners with leaders across Product, Engineering, Operations, and Services to shape how Decagon scales its agent delivery function. You’ll define and drive initiatives that strengthen onboarding, elevate delivery standards, and ensure our post-sales teams have clear frameworks to deliver customer value efficiently and consistently.

In This Role, You Will

• Design and lead enablement programs for Decagon’s APM and ASWE teams — including onboarding, technical training, and continuous learning.
• Develop scalable playbooks, frameworks, and best practices for agent implementation and delivery.
• Build a centralized knowledge hub and ensure key Product and Engineering updates are effectively rolled out to post-sales teams.
• Partner with post-sales leadership to standardize methodologies and improve delivery efficiency.
• Measure enablement impact through key metrics like performance, adoption, and delivery outcomes — continuously refining programs based on insights.
• Act as a trusted partner to leadership, translating business goals into enablement solutions that scale.

Your Background Looks Something Like This

• 5–8 years of experience in enablement, consulting, or operations — ideally supporting post-sales or services teams in a SaaS, AI, or technical environment.
• Proven ability to design scalable enablement programs, structure systems from ambiguity, and deliver measurable outcomes.
• Strong program design and project management skills — comfortable driving from strategy through execution.
• Excellent communicator who bridges technical and non-technical teams with clarity and empathy.
• Deep understanding of customer-facing and delivery roles, with a bias toward action and continuous improvement.

Even Better If…

• You’ve supported post-sales enablement in a fast-growing SaaS or AI company.
• You have experience with agentic AI systems, implementation enablement, or technical training design.
• You’ve led programs that improved delivery efficiency or customer outcomes.
• You enjoy building clarity from ambiguity and designing frameworks that scale.

Benefits

• Medical, dental, and vision benefits
• Take what you need vacation policy
• Daily lunches, dinners and snacks in the office to keep you at your best