Senior Manager, FP&A - New Business

Intercom•San Francisco, CA

6h•$207,000 - $247,250•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? We are seeking a Senior Manager, FP&A New Business to architect and lead the financial strategy behind Intercom’s new logo growth engine. This role sits at the center of how demand turns into revenue. You will own the financial framework that connects Top-of-Funnel performance, Sales execution, Self-Serve routing, commissions, and deal economics into one integrated new ARR outlook. Your work will directly shape how aggressively we invest, how we structure incentives, and how confidently we commit to growth targets. As a senior partner to GTM and company leadership, you will transform leading indicators into forward-looking revenue intelligence ensuring predictable new ARR growth while enabling smarter, faster commercial decisions. This is a high-impact leadership role managing a team of ICs and operating well beyond traditional forecasting. You will build modern, scalable, AI-enabled revenue systems, resolve complex cross-functional trade-offs, and influence decisions at the highest levels of the business. If you’re excited by the opportunity to redefine how a SaaS company forecasts, invests, and grows this role is at the center of it.

Requirements

7+ years of experience in FP&A, commercial finance, or strategic finance, ideally within a high-growth SaaS environment.
Experienced people leader with a track record of developing strong ICs and scaling analytical capability.
A strategic and analytical thinker who connects TOFU performance, sales productivity, commissions, and commercial strategy to ARR outcomes.
Proven senior business partner to GTM or cross-functional leadership.
Strong commercial instinct and financial judgment in new logo acquisition and sales productivity.
Comfortable operating under ambiguity and making balanced trade-offs between growth ambition, investment, and risk.
AI-forward mindset, actively seeking automation opportunities to improve scale and insight quality.
Exceptional ability to distill complex funnel and commercial data into clear, actionable executive insights.
Strong stakeholder management and influencing skills across senior, cross-functional teams.

Responsibilities

Own the New Business Revenue Forecast
Lead forecasting across Top-of-Funnel, pipeline creation, bookings, and new ARR.
Deliver a reliable new ARR outlook with clear risk and opportunity framing.
Own forecast granularity across segment, geo, product tier, and sales motion, with defined accuracy targets and reconciliation to Corporate Plan.
Develop scalable forecasting models linking TOFU performance to pipeline and bookings outcomes.
Ensure consistent forecasting methodologies across inbound, outbound, partner, and hybrid motions.
AI-forward mindset, actively seeking automation opportunities to improve scale and insight quality.
Incorporate usage- and outcome-based modeling into forecasting frameworks, connecting customer behavior, product engagement signals, and buying intent to forward-looking booking probabilities.
Own Top-of-Funnel Financial Performance
Connect TOFU inputs (visits, trials, MQLs, routing) to forward-looking bookings and ARR outcomes.
Partner with GTM to evaluate channel performance, pacing, and ROI.
Identify pipeline leakage and conversion friction early and quantify ARR impact.
Frame trade-offs between TOFU investment levels and sales capacity.
Lead Sales Productivity & Commercial Performance
Analyze stage conversion, velocity, ACV mix, win rates, and cycle time to surface structural strengths and risks.
Connect productivity trends to quota attainment and booking outcomes.
Provide forward-looking insight into capacity gaps or over-coverage.
Own Quota, Commissions & Deal Economics
Lead quota setting and capacity modeling across segments and geographies.
Model ramp curves, attainment distributions, and productivity assumptions.
Evaluate commission plan design and payout implications to ensure alignment with company growth strategy.
Partner with Deal Desk to assess deal structure impacts on margin, ARR quality, and forecast reliability.
Provide financial perspective on discounting trends and commercial guardrails.
Act as a Senior Business Partner
Provide critical challenge and thought partnership on high-impact commercial decisions.
Frame revenue and pipeline risks early and clearly; drive mitigation plans cross-functionally.
Influence decisions across GTM and other company leadership by clearly articulating trade-offs between TOFU investment, capacity, commissions, and bookings ambition.
Translate complex commercial and funnel data into executive-level insights that shape strategy and resource allocation.
Build Scalable Systems & AI-Forward Infrastructure
Design repeatable forecasting processes that reduce dependency on individuals.
Establish governance for modeling standards and reporting cadence.
Leverage AI and automation to streamline workflows, improve forecast accuracy, and reduce manual reporting.
Teach and elevate the team’s technical capability in data querying, modeling discipline, and automation best practices.
Lead and Develop Talent
Manage and develop a high-performing team of ICs.
Elevate analytical depth, technical capability, and stakeholder influence.
Build structured development plans tied to business priorities.
Raise the bar on communication, modeling integrity, and executive presence.