Senior Technical Program Manager, Growth Acceleration

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 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.

What will I be doing? 

• 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

What skills do I need? 

• 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

Bonus skills & attributes 

• 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

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-offic