The Revenue Leadership Podcast with Kyle Norton E59: Usage-Based Comp, AI, and the End of the SDR (Tyler Will, VP of RevOps @ Intercom)
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Dec 31, 2025 Tyler Will, VP of RevOps at Intercom, shares insights on transforming go-to-market strategies for AI products. He emphasizes the need to prioritize input metrics over just success metrics. Tyler discusses Intercom's shift to usage-based pricing and how it changes compensation, giving reps credit for overages without awkward negotiations. He outlines four principles for effective compensation plans and highlights the evolving role of CSMs in a resolution-based model. The conversation also covers the impact of AI on sales processes and the future of RevOps teams.
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Focus On Inputs Not Just Outcomes
- Tyler argues revenue leaders obsess over success metrics and must instead instrument input metrics across the GTM system.
- Monitoring a few high-leverage input metrics lets leaders give actionable guidance and avoid vague directives.
Get Fluent In AI For Sales
- If you sell AI products, be deeply fluent in your product's AI primitives and workflows like RAG and ATTD.
- For internal AI enablement, leaders should still gain practical literacy and attend vendor demos to avoid being left behind.
AI Changes The Whole GTM Engine
- Intercom's AI shift forced company-wide changes: pricing, comp, ICP, forecasting and post-sales motions.
- Post-sales is the most different because usage drives continuous expansion rather than static seat renewals.
