Program Manager, Customer Experience

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

Over the past few years, development of LLMs has evolved at a rapid pace. It’s not enough for our customers to just “set it and forget it” when it comes to AI software. Truly successful AI Agents require guidance and input throughout the development lifecycle.

The Agent Product Management team drives this journey as Decagon’s in-house experts on building, deploying, and scaling AI agents. Agent PMs work directly with customers to bring their AI agents to life, and then grow each Agent into a core part of each company’s businesses.

About the Role

As the founding Program Manager for Customer Experience, you will be the driving force behind building and scaling Decagon's Customer Experience & Enablement function. This is a unique opportunity to lay the foundation for programs that help our customers deeply understand and effectively use the Decagon platform. You'll combine your product expertise with a passion for teaching and customer service, ensuring every customer you engage with is set up for success.

You’ll be the key partner to both the Solutions Engineering (pre-sales) and Agent Product Management (post-sales) teams, working hand-in-hand to craft a seamless, empowering customer journey from onboarding through long-term adoption.

This role requires a balance of creativity, program design, cross-functional collaboration, and hands-on customer engagement. The ideal candidate is a strong communicator who thrives in fast-paced environments and loves wearing multiple hats.

Responsibilities

• Design, develop, and deliver training programs that empower customers to confidently use and grow their capabilities within the Decagon platform.
• Lead training for key customers to drive rapid adoption, build customer confidence, and reduce time to value.
• Own development and orchestration of Decagon University, our digital customer enablement and certification program currently in its early stages.
• Provide continued enablement touch points, including refresher training and feature updates, to ensure customers remain engaged and up-to-date on platform capabilities.
• Partner closely with Solutions Engineering, Agent Product Management, and Product Marketing to align customer training with evolving product functionality and customer needs.
• Build and continuously update a library of enablement materials – including articles, videos, and guides – to support customer training and ongoing success.
• Be the voice of the customer enablement experience internally – proactively identify gaps, synthesize feedback, and drive continuous improvement of the enablement program.
• Manage multiple customer engagements simultaneously while maintaining a high bar for quality, communication, and responsiveness.

You may be a good fit if you have

• 4+ years of experience in a customer-facing enablement, customer success, or onboarding role, ideally in B2B SaaS.
• A strong passion for teaching, with the ability to make complex products approachable and intuitive for diverse customer audiences.
• Exceptional communication skills – written, verbal, and presentation – and proven experience simplifying complex concepts.
• Demonstrated ability to thrive in a high-growth, fast-paced environment with multiple concurrent priorities.
• A collaborative mindset with a knack for partnering cross-functionally and influencing without authority.

Even better

• Experience launching customer enablement programs from scratch.
• Familiarity with conversational AI tools or agent deployment.
• Background in supporting or working with pre-sales and post-sales teams in a high-growth startup.

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