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

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 56:44 Automating RevOps Tasks With Cloud Code 01:05:58 Impact of AI on SDR and Success Teams 01:09:10 Specific Internal AI Use Cases at Intercom 01:15:20 Quick Fire: Good vs. Great CROs and Advice