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?

This is a hands-on GTM Finance Manager role with significant exposure across the business. You will own financial planning, forecasting, reporting, and operational finance support for Intercom’s Go-To-Market (GTM) organization, including Sales, Marketing, and Customer Success.

You will manage one of the company’s largest investment areas — partnering closely with GTM leadership to drive forecasting rigor, budget discipline, and operational clarity. Your work will directly support resource allocation, organizational planning, and spend governance across the revenue engine of the business.

This role is highly operational and execution-focused. You’ll thrive if you’re analytical, detail-oriented, proactive, and motivated to build scalable processes that improve accuracy, efficiency, and insight in a fast-paced, high-growth environment.

What will I be doing?

Own quarterly forecasting, annual budgeting, and long-range planning for GTM OpEx and headcount, including Sales, Marketing, and Customer Success.
Maintain and enhance detailed headcount and expense models in Pigment, ensuring accurate tracking of hiring plans, backfills, and organizational changes
Own the GTM budget envelope end-to-end, delivering clear Budget vs. Actuals reporting and actionable variance analysis
Partner with senior GTM leaders in both San Francisco and Dublin to explain results, identify risks and opportunities, and support hiring and spend tradeoffs
Contribute to monthly and quarterly close in partnership with Accounting, ensuring accurate accruals and reporting integrity
Prepare GTM reporting and materials for the Executive Team and Board
Design and improve scalable financial controls and approval workflows across headcount and vendor spend
Drive improvements in planning systems and forecasting processes to increase automation, accuracy, and efficiency
Collaborate closely with Top Line and Strategic Finance to ensure alignment between GTM cost planning and company forecasts

What skills do I need?

6+ years of FP&A, business partnering, or corporate finance experience, ideally in high-growth software / SaaS environments
Experience supporting Sales, Marketing, or Customer Success teams strongly preferred
Proven experience owning budgets and headcount planning end-to-end
Advanced Excel or Google Sheets skills with the ability to build structured, scalable models
Experience with planning tools (e.g., Pigment) and ERP systems (e.g., NetSuite) a strong advantage
Strong analytical skills, attention to detail, and commitment to forecast accuracy
AI-forward mindset, actively seeking automation opportunities to improve scale and insight quality.
Excellent communication skills and the ability to influence senior stakeholders
High standards of professionalism, integrity, and ownership

Benefits

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!

*Proof of eligibility to work in the United States is required.

The $153,000-$192,000 base salary range for candidates within the San Francisco Bay Area is $153,000-$192,000. 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).

#LI-Hybrid

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 three 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.