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?
Intercom is seeking a Founding Value Consultant to elevate how we quantify, articulate, and deliver business value as we scale Fin, our trusted AI Agent for customer service. In this high-impact, entrepreneurial role, you will partner closely with Sales, Solutions Engineering and Customer Success teams to help our largest customers build confidence in their investment, realize measurable outcomes, and expand adoption.This is a unique opportunity to build the foundations of Intercom’s Value Consulting function.
You will be responsible for leading value engagements on strategic deals, creating repeatable frameworks and coaching field teams. You will help our customers and internal teams connect Fin’s capabilities to real business outcomes—such as reducing support costs, improving resolution speed, and increasing support team efficiency. This role will be foundational in building scalable processes for value storytelling and helping shape Intercom’s sales and customer success strategy.
What will I be doing?
Leading Strategic Value Engagements
- Run discovery sessions and workshops with prospective and existing customers to surface priorities, quantify metrics that matter, and build compelling business cases.
- Craft ROI analyses, TCO comparisons, and scenario-based models that accelerate sales cycles and increase deal size.
- Participate in executive meetings to deliver clear, credible value narratives that resonate from operational stakeholders to the C-suite.
Value Realization & Impact Tracking
- Develop frameworks to benchmark adoption KPIs and measure ROI post-implementation.
- Partner with Sales and Customer Success to embed value planning into onboarding, QBRs, and renewal conversations.
- Create a library of customer outcomes and success stories to amplify Fin’s impact.
- Report on the impact of Value Engineering initiatives internally, providing insights and data to inform strategic decision-making.
- Collect and analyze case studies with measurable ROI metrics, mapping them to our ROI models.
Methodology & Asset Development
- Design scalable tools, templates, and data sets that enable the field to deliver value-driven engagements.
- Establish and maintain a centralized repository of value assets—ROI calculators, playbooks, and benchmarks.
- Train and mentor Sales and Success teams on value methodologies, storytelling, and business acumen.
- Continuously evolve models and frameworks based on customer feedback and market insights.
Thought Leadership & Strategy
- Develop programs to uplevel the business acumen skillset of the Sales and Success teams, enabling them to effectively map value to customer goals.
- Contribute to the development of external content such as whitepapers, webinars, and industry presentations that position Intercom as an authority on the economics of AI-driven customer support.
- Partner with R&D, Marketing, and Revenue leadership to infuse customer value insights into messaging, positioning, and roadmap alignment.
What skills do I need?
- 5+ years in value consulting, management consulting, sales engineering, or a similar role, ideally in SaaS with AI experience
- Strong understanding of financial modeling, ROI analysis, and executive communication.
- Clear, concise communicator who can simplify complex ideas for senior audiences.
- Experience working with cross-functional teams, especially Sales, Customer Success, and Product Marketing.
- Curiosity about how AI is reshaping customer support—and a desire to help companies adopt it in practical, measurable ways.
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 equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
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.
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