Tyler Will (VP RevOps, Intercom) breaks down how Intercom overhauled its go-to-market engine after shifting to AI-first products.
What we cover:
- Why too many revenue leaders obsess over success metrics but ignore the inputs that actually drive them
- The specific comp plan changes Intercom made when moving from seats to usage-based pricing... including giving reps MRR credit for overages without forcing awkward contract conversations
- How post-sales motions fundamentally change when you're monetizing resolutions instead of seats
- Tyler's four principles for comp plans that actually work
Also discussed: When to do a real comp overhaul vs. minor tweaks, why RevOps teams are getting bigger before they get smaller, and using Claude Code to query Snowflake directly.
Chapters:
00:00 Introduction and Guest Background
01:59 Shifting Focus From Success Metrics to Input Metrics
06:06 AI Literacy Required for Modern Revenue Leaders
09:24 Selecting Metrics Without Micromanaging Behavior
17:01 Intercom's Internal and GTM AI Transformation
20:01 Shifting to Resolution-Based Pricing Models
25:46 Evolving the CSM Role for Consumption
28:53 Adapting Compensation Plans for Usage-Based Revenue
33:52 Core Principles for Variable Compensation Design
44:37 Aligning Compensation Strategy With Product Roadmaps
52:00 Restructuring RevOps and Hiring GTM Engineers
56:44 Automating RevOps Tasks With Cloud Code
01:05:58 Impact of AI on SDR and Success Teams
01:09:10 Specific Internal AI Use Cases at Intercom
01:15:20 Quick Fire: Good vs. Great CROs and Advice
