Dan Griggs has seen multiple platform shifts up close. From taking Sitecore through a private equity transformation to leading finance at Intercom, he’s spent his career navigating what happens when business models break and how to rebuild them.
In this episode of Get Paid, Dan joins Manny to unpack one of the biggest shifts in software right now: the move from seat-based SaaS pricing to outcome-based pricing driven by AI agents.
Dan walks through Intercom’s decision to launch Fin, the AI agent for customer service, and why charging per seat stopped making sense once software started doing the work itself. He explains how Intercom became one of the first companies to price by outcomes, why they landed on 99 cents per resolution, and what that shift meant for margins, sales incentives, procurement conversations, and internal operations.
The conversation goes deep on the real economics of AI agents: how resolution rates affect margins, why simplicity beats precision in pricing, and what breaks when companies try to apply the old SaaS playbook to agent-driven systems. Dan also shares how Intercom brought sales, support, and customer success along for the ride, and what founders and CFOs consistently underestimate when making this transition.
If you’re building AI agents, thinking about outcome-based pricing, or trying to understand how software economics change when AI does the work, this episode is for you.
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