Agent Education Manager

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 Decagon's Customer Enablement team builds and delivers the programs that unlock product adoption and mastery for every customer and partner we work with. We sit at the intersection of product, strategy, and delivery, translating how Decagon's agents work under the hood into the confidence and skill customers need to build concierge experiences. As Decagon continues to scale into large, strategic accounts and broaden its partner ecosystem, we're investing in how we deliver that expertise – sharpening the programs we run, deepening the impact of every session, and extending our reach without diluting quality. This team is a critical part of Decagon’s delivery model and drives meaningful business outcomes. By teaching customers how to build high-performing AI agents, we build confidence in the product, helping close deals faster; make customers self-serve more, improving the efficiency of our delivery teams; and drive customer engagement and loyalty, reducing churn. About the Role We're looking for an Agent Education Manager to act as an expert advisor on two fronts: externally, teaching customers, partners, and prospects how to build agents with Decagon; and internally, advising our delivery teams on what enablement programs and content will drive the best outcomes for their customers. This is not a traditional enablement role – this is a high-ownership technical and strategic role that is paving the way for how AI native companies train customers and partners. You will define best practices for using Decagon, from both a product and process perspective, and educate our stakeholders on them. This includes AI prompting best practices, processes for managing agents over time, and building the judgment to know what "good" looks like as use cases evolve. You will decide what customers and prospects need to understand, why it matters to their outcomes, and how to teach it so it sticks. You will then partner with our delivery teams – SE, Agent PM, Agent Strategy, and Agent Development – to bring that vision to life, whether that's a workshop for a Fortune 100 account, a takeaway guide for a self-serve customer, or a working session with a prospect mid-deal-cycle. In this role, you will - Serve as the product expert and enablement lead for a portfolio of strategic accounts and partners, accountable for their readiness to build in the platform. - Design and lead hands-on workshops for our highest priority prospects and strategic accounts, including onsite training with executive and technical stakeholders. - Build learning pathways and repeatable programs for Decagon University. - Own and develop programs to scale delivery of enablement content, including train-the-trainer sessions and digital learning platforms. - Partner with Product, Engineering, and PMM to keep every program aligned with evolving product capabilities. - Build and scale our partner enablement programs and certifications for agencies, SIs, and channel partners. - Be a voice for how ed…