Implementation Manager at Decagon

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 Role As part of Decagon’s founding Implementations Team, you will build and scale the function that delivers world-class AI Agents for our customers. You’ll own the strategy and execution for how we implement Decagon across complex environments, ensuring every deployment is smooth, impactful, and sets the stage for long-term customer success. You’ll partner with customer teams to understand their workflows, design strategies that align with their goals, and give them the confidence to succeed with AI. You’ll work cross-functionally with Sales, Product, and Engineering to translate customer needs into successful implementations and lasting outcomes. You’ll be the steady hand through complex rollouts, coordinating across stakeholders, driving alignment, and ensuring every launch delivers real impact. The ideal candidate is equally comfortable solving technical implementation challenges, presenting to executives, and designing repeatable processes that raise the bar for all future implementations. In this role, you will - Lead enterprise AI Agent implementations from kickoff through rollout, ensuring smooth execution and adoption. - Design tailored strategies that connect Decagon’s platform to each customer’s business goals. - Work closely with Sales, Product, and Engineering to scope requirements, configure solutions, and ensure reliable outcomes. - Establish best practices and frameworks that make future implementations faster and more repeatable.. Your background looks something like this - 3+ years in implementations, consulting, onboarding, project management, or customer-facing technical roles. - Proven experience leading complex software or AI implementations with measurable outcomes. - Technical fluency with SaaS platforms, integrations, and APIs - Excellent communication skills with the ability to connect with both execs and operators. - Strong organizational and problem-solving skills; able to bring structure to ambiguity. - Ability to thrive in a fast-paced, high-growth startup environment. Even better if you have - Experience deploying AI, automation, or customer service platforms. - Familiarity with enterprise SaaS environments like Zendesk or Salesforce Benefits - Medical, dental, and vision benefits - Generous time off, including 20 days statutory annual leave, 8 UK public holidays, and a company-wide holiday break - Daily lunches, dinners and snacks in the office to keep you at your best