Senior Manager, FP&A - New Business

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.

What will I be doing?

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.

What skills do I need?

• 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.

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 Inter-comrades, friends, and family!

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

The base salary range for this role is targeted at $207,000 - $247,250 for the San Francisco Bay Area and New York. 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). Please note that this information is only provided publicly for candidates in California, Colorado, New York and Washington, but the role is open to candidates outside of those locations as well.

#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.