The Revenue Leadership Podcast with Kyle Norton E59: Usage-Based Comp, AI, and the End of the SDR (Tyler Will, VP of RevOps @ Intercom)
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Dec 31, 2025 Tyler Will, VP of RevOps at Intercom, shares insights on transforming go-to-market strategies for AI products. He emphasizes the need to prioritize input metrics over just success metrics. Tyler discusses Intercom's shift to usage-based pricing and how it changes compensation, giving reps credit for overages without awkward negotiations. He outlines four principles for effective compensation plans and highlights the evolving role of CSMs in a resolution-based model. The conversation also covers the impact of AI on sales processes and the future of RevOps teams.
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AI Changes The Whole GTM Engine
- Intercom's AI shift forced company-wide changes: pricing, comp, ICP, forecasting and post-sales motions.
- Post-sales is the most different because usage drives continuous expansion rather than static seat renewals.
Resolution-Based Pricing Example
- Intercom charges per-resolution (e.g., thumbs-up or 40-minute inactivity) for Finn and offers both resolution-only and seat+resolution contracts.
- This hybrid contract approach supports different customer setups and integrations like Zendesk or Service Cloud.
Pay Reps For Usage Overages Monthly
- Credit sellers monthly for usage overages instead of forcing immediate contract upsells to avoid wasting reps' time.
- Annualize neither; give monthly MRR credit and align initial landing rep incentives for 12 months.
