Job Description
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
What’s the opportunity?
This is a high-visibility individual contributor role within FP&A. You will be the Finance business partner to Intercom’s Monetisation Strategy, Product, and R&D teams.
Your mission: own the end-to-end financial lifecycle of new products and pricing initiatives—from early-stage unit economics and business cases, through forecasting and target setting, to post-launch performance reporting and iteration.
Unlike traditional FP&A roles, you will operate forward-looking and cross-functionally. You’ll sit in engineering design reviews, pricing working groups, and GTM strategy sessions; not as a gatekeeper, but as a strategic partner who translates technical and commercial decisions into P&L impact.
You will also serve as the in-house educator on AI monetisation, leading regular Finance team debriefs on what changed, why, and how it impacts the forecast.
This role is ideal for a strategic finance professional who:
- Thrives on 0→1 problems and ambiguity
- Wants to influence product roadmaps and company-level financial plans
- Is ready to move beyond reporting and start building
What will I be doing?
New Product Launch & R&D Partnership
- Own the end-to-end financial business case for new AI products and features, partnering with R&D, GTM, Finance and Accounting teams from concept through commercialization.
- Translate complex technical trade-offs into P&L impact, including product-level unit economics - quantifying cost vs. performance during model selection and scope vs. velocity during product development.
- Report on post-launch performance, comparing actual results to business case commitments to keep the executive team informed.
Pricing & Monetization Strategy
- Serve as the Finance lead on pricing strategy working groups and to provide analytical input on pricing, packaging, concession frameworks.
- Pressure-test monetization assumptions and challenge commercial logic before forecasts are finalized.
- Develop and maintain strategic pricing models to support international expansion, enterprise packaging, bundling, and concession optimization.
GTM & Commercial Enablement
- Collaborate with Sales Finance and Revenue Operations to translate pricing strategy into actionable sales guardrails, including discounting frameworks, enterprise deal guidelines, and deal desk support.
- Ensure seamless execution of pricing changes and packaging strategies across the commercial organization.
Cross-Functional Partnership & Financial Integration
- Own the internal “Pricing & Product Debrief” process; lead recurring sessions with FP&A and Accounting to communicate what changed, why, and how it impacts the P&L and near-term forecast.
- Partner with FP&A to embed monetization strategies and product roadmaps into annual planning, target setting, and long-range planning cycles.
- Support GTM target development by modeling attach rates, pricing updates, and product adoption scenarios.
What skills do I need?
- 6+ years in Strategic Finance, FP&A, IB, or Consulting, with direct SaaS exposure
- Deep SaaS metric fluency: ARR, NRR, LTV/CAC, gross margin, cohort retention - and the operational levers that move them
- Advanced modeling: Dynamic scenario models incorporating adoption curves, price elasticity, and competitive response
- Usage-based/consumption pricing experience strongly preferred
- Cross-functional influence: Proven ability to partner with R&D, Data Science, and GTM, and to drive outcomes without direct authority
- Communication excellence: You can explain usage-based pricing to an Accounting manager and cohort churn to a Product director. You synthesize complex ideas for senior executives.
- Self-starter mindset: You thrive in ambiguity, operate independently, and own outcomes end-to-end
Bonus Points:
- Experience at a high-growth B2B SaaS or AI company
- Knowledge of AI/ML product pricing and unit economics
- Familiarity with SQL, Netsuite, Pigment, or Claude Code
- Deal desk or enterprise packaging support experience
Benefits
We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
- Competitive salary and equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
