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.

We are seeking a Technical Program Manager (TPM) who will drive critical revenue initiatives at the intersection of Growth Engineering and Intercom's go-to-market motion, with a specific focus on our pricing program and Fin commercialization. This role will serve as the connective tissue that enables successful execution of our pricing strategy and future iterations. We aren't looking for traditional TPMs with rigid methodologies, but rather someone who can create nimble, adaptable processes that evolve with our teams' needs. You'll drive high-impact initiatives by focusing on what works—maintaining clear communication, quick execution, and the ability to adapt rapidly to unlock revenue growth opportunities for Intercom.

• Lead the GTM roll-out for pricing initiatives, managing customer communication plans, sales enablement, and support strategy coordination
• Partner with engineering, revenue operations, finance, and product leaders to define high-impact initiatives that drive Fin adoption and new revenue generation
• Coordinate cross-functional execution of pricing changes, ensuring all systems and teams are aligned
• Create lightweight, flexible structures that enable teams to deliver against business objectives like accelerated logo growth and Fin adoption
• Drive execution of pricing programs with a success-first mindset, adapting quickly to deliver clear wins
• Gather and document functional specifications for high-impact programs, collaborating closely with technical teams to implement solutions, facilitate UAT and end-to-end testing
• Apply first-principles thinking to challenge existing processes and propose better ways to operationalize pricing changes
• Ensure projects have clear, impactful purposes, goals and milestones with transparent status tracking
• Help coordinate migration programs to transition customers to new pricing structures
• Build scalable, repeatable systems that eliminate inefficiencies and help engineering teams continually improve operationally to support our GTM motion

• Excellent leadership and communication skills with ability to influence without authority
• Strong project management skills with track record of high-stakes cross-functional program delivery
• Experience with pricing programs and go-to-market operations
• Strong technical acumen with understanding of system architecture, infrastructure, and core technologies
• Ability to partner effectively with Engineering Managers and technical teams while maintaining broader business context
• Experience streamlining processes and removing roadblocks to enable quick execution
• Excellence in breaking down complex problems into actionable solutions while maintaining alignment with company goals
• Proven ability to coordinate multiple workstreams with different stakeholders
• Capability to evaluate technical feasibility, identify risks early, and navigate complex dependencies
• Strong sense of urgency with a bias toward action and delivering results

• Experience working with GTM systems and applications, particularly Salesforce
• Understanding of Quote-To-Cash processes and supporting technologies
• Hands-on experience with business-critical applications such as Stripe, Snowflake
• Familiarity with SaaS pricing models and strategies
• Experience with usage-based billing systems or pricing transformations

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 meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!

The base salary range for candidates within the San Francisco Bay Area is $166,500 - $193,500. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).  

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 two 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.

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