Implementation Manager - Full-time - NY/ US-based

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 Role

As Decagon’s founding Implementation Manager, 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.

Responsibilities

• 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..

You may be a good fit if you have:

• 3+ years in implementations, 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