Monetisation Strategy Manager

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?

At Intercom, we believe pricing is a powerful lever to accelerate our go-to-market strategy and showcase the value of our best-in-class AI solutions. As we continue expanding our product suite and launching innovative AI features, we're hiring a Monetisation Strategy Manager to join the Growth team.

This is a high-impact, highly visible individual contributor role. Our ideal candidate combines strong business intuition with a collaborative mindset. You’ll own high-stakes pricing initiatives from idea to execution and collaborate with senior stakeholders across Product, Sales, Finance, and Marketing to bring your insights to life.

What will I be doing?

• Leading pricing strategy work for major initiatives—such as new feature monetization, AI services packaging, and international expansion.

• Conducting competitive analysis and partnering with Research to inform pricing decisions and sharpen Intercom’s market positioning.

• Managing stakeholder alignment across go-to-market teams to ensure timely pricing execution.

• Collaborating with Data Science to build and interpret pricing models, while structuring the analytical approach to key business decisions.

• Partnering with Sales, Product, and Finance to develop discounting guidance, large-deal support, and enterprise packaging strategies.

What skills do I need to succeed?

• 5+ years of experience in pricing strategy, monetisation, business operations, strategy consulting or strategic finance —you’ve worked in strategic, cross-functional roles and understand how pricing influences business outcomes.

• Excellent cross-functional collaboration skills—you’re a strong communicator who builds trusted relationships across Product, Sales, Finance, and Marketing, aligning diverse teams and influencing outcomes without direct authority.

• Strong communication skills—you’re comfortable synthesizing complex ideas for different audiences and thrive in fast-paced, ambiguous environments.

• Sharp strategic and analytical thinking—you define the right questions, structure analysis clearly, and partner effectively with Data Science to build and interpret models that inform pricing decisions.

Bonus points if you have:

• Comfort with executive communications—you know how to tailor insights and recommendations for senior audiences.

• Experience with usage-based pricing or SaaS monetization strategy—you understand the mechanics and trade-offs behind modern pricing models.

• Familiarity with SQL and Excel—you’re comfortable exploring data or validating assumptions, even if you're not hands-on building models.

• Experience supporting deal strategy—you’ve worked closely with Sales or RevOps to shape pricing and packaging for large, strategic deals.

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’re happy to get you whatever equipment helps you get your job done

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.