Senior GTM Strategy & Incubation Manager

Intercom•San Francisco, CA

3h•Hybrid

About The Position

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? As a Senior GTM Strategy & Incubation Manager, you're the person who makes things happen from the ground up at Intercom. When faced with a vague challenge, you won't just analyze it; you'll grab it, define it clearly, and craft a winning strategy. You're a versatile problem-solver, eager to tackle any challenge. Your strength lies in transforming vague problems into concrete plans and driving them to completion. You're a collaborative force, building excitement and overcoming obstacles with a positive attitude. You'll bring people together, inspire them with your vision, and relentlessly drive initiatives forward, ensuring every project delivers real, measurable impact. What will I be doing? The GTM Strategy & Incubation team works on the highest impact business problems we face. You’ll collaborate with stakeholders across the company to steer key initiatives designed to address these problems. Such as: You'll proactively spot the biggest opportunities for improvement across Intercom, create clear plans, and lead teams to implement solutions that deliver significant, tangible results aligned with our company goals. You'll build strong cases for new markets or initiatives, digging into the data to create financial models that show us the best path forward and why it's worth investing. You'll bring teams together – from Finance to Sales to Engineering – to turn big ideas into reality. You'll ensure everyone's pulling in the same direction, driving projects to successful, measurable outcomes. Some examples of the projects this team does and could work on: Enterprise: Support the creation and operations of a team tasked with expansion into the Enterprise market by addressing product depth gaps, strengthening proof points, and enhancing mindshare to establish Intercom as the default Customer Service AI agent within this segment. Verticalization: Work to establish and scale Intercom's verticalization strategy for key industries like Fintech, ecommerce, and Gaming, encompassing marketing, sales, and product initiatives to create a best-in-class full-funnel experience and drive significant MQL and S2 growth. Internationalization: Lead market entry initiatives for high-opportunity regions, collaborating with Sales, R&D, and other cross-functional teams to execute a phased expansion plan. Customer Agent GTM: Build a new GTM motion from scratch to sell an emerging product line with a unique buyer, value prop, and pricing structure. As the above list suggests, you should enjoy variety in your work, be very comfortable with ambiguity, have high agency and an insatiable drive to make an impact, and not just willing, but excited, to get your hands dirty

Requirements

You have 6+ years of experience in operations or strategy or quantitative fields including significant end-to-end execution experience within a technology company, with a mix of management consulting, Finance, Analytics, Strategy, Operations, Go To Market, and / or Product roles;
You should have a good understanding of subscription-based businesses and SaaS metrics such as ARR, GRR, NRR, Expansion, Churn, CAC, and LTV. Additionally, you should have some familiarity with general GTM funnel concepts and metrics including Self-serve vs Sales-led, PLG, Sales pipeline.
You love to immerse yourself in, and think deeply about, new problem spaces and aren’t afraid to ask “why?”, “why not?”, and “what if…?”;
You have an appetite to absorb data (quantitative & qualitative) from a variety of sources (SQL, customer interviews, Sales rep data, competitors, product behavior, dashboards, meetings, etc.); connect it; and be able to draw a “so what?” conclusion;
You communicate effectively in written (documents and emails), visual (charts and decks), and verbal forms, and are able to calibrate communications for audiences of all levels;
You have a proven commercial sense, i.e., be able to connect a course of action that Intercom takes to the impact on top or bottom line figures and other leading indicators of business performance;
You are comfortable performing data analysis to define key performance indicators; use them to better understand our business; identify opportunities and threats; and persuasively communicate findings to cross-functional stakeholders at all levels.

Responsibilities

You'll proactively spot the biggest opportunities for improvement across Intercom, create clear plans, and lead teams to implement solutions that deliver significant, tangible results aligned with our company goals.
You'll build strong cases for new markets or initiatives, digging into the data to create financial models that show us the best path forward and why it's worth investing.
You'll bring teams together – from Finance to Sales to Engineering – to turn big ideas into reality. You'll ensure everyone's pulling in the same direction, driving projects to successful, measurable outcomes.
Support the creation and operations of a team tasked with expansion into the Enterprise market by addressing product depth gaps, strengthening proof points, and enhancing mindshare to establish Intercom as the default Customer Service AI agent within this segment.
Work to establish and scale Intercom's verticalization strategy for key industries like Fintech, ecommerce, and Gaming, encompassing marketing, sales, and product initiatives to create a best-in-class full-funnel experience and drive significant MQL and S2 growth.
Lead market entry initiatives for high-opportunity regions, collaborating with Sales, R&D, and other cross-functional teams to execute a phased expansion plan.
Build a new GTM motion from scratch to sell an emerging product line with a unique buyer, value prop, and pricing structure.