E59: Usage-Based Comp, AI, and the End of the SDR (Tyler Will, VP of RevOps @ Intercom)

2025-12-31

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Tyler Will (VP RevOps, Intercom) breaks down how Intercom overhauled its go-to-market engine after shifting to AI-first products. What we cover: - Why too many revenue leaders obsess over success metrics but ignore the inputs that actually drive them - The specific comp plan changes Intercom made when moving from seats to usage-based pricing... including giving reps MRR credit for overages without forcing awkward contract conversations - How post-sales motions fundamentally change when you're monetizing resolutions instead of seats

Tyler Will (VP RevOps, Intercom) breaks down how Intercom overhauled its go-to-market engine after shifting to AI-first products.

What we cover:

- Why too many revenue leaders obsess over success metrics but ignore the inputs that actually drive them

- The specific comp plan changes Intercom made when moving from seats to usage-based pricing... including giving reps MRR credit for overages without forcing awkward contract conversations

- How post-sales motions fundamentally change when you're monetizing resolutions instead of seats

- Tyler's four principles for comp plans that actually work

Also discussed: When to do a real comp overhaul vs. minor tweaks, why RevOps teams are getting bigger before they get smaller, and using Claude Code to query Snowflake directly.

Chapters:

00:00 Introduction and Guest Background

01:59 Shifting Focus From Success Metrics to Input Metrics

06:06 AI Literacy Required for Modern Revenue Leaders

09:24 Selecting Metrics Without Micromanaging Behavior

17:01 Intercom's Internal and GTM AI Transformation

20:01 Shifting to Resolution-Based Pricing Models

25:46 Evolving the CSM Role for Consumption

28:53 Adapting Compensation Plans for Usage-Based Revenue

33:52 Core Principles for Variable Compensation Design

44:37 Aligning Compensation Strategy With Product Roadmaps

52:00 Restructuring RevOps and Hiring GTM Engineers