#40 - Inside Fin's Bold Bet on AI-Native Customer Service | Dan Griggs

Share your thoughts with us!At Fin, going all-in on AI wasn't a moonshot — it was a calculated bet that doing nothing was the greater risk. And steering the financial strategy behind that decision was CFO Dan Griggs.On this episode of Ventured Growth, Catherine Jhung sits down with Dan to explore how Fin transformed from a traditional SaaS help desk into one of the most talked-about AI-native platforms in enterprise software. With a career spanning Nestlé, RocketFuel and Sitecore, Dan brings a rare mix of operational depth and financial discipline to one of the boldest pivots in SaaS.Dan also talks about the decision to overhaul their entire pricing model at the risk of cannibalizing existing revenue, how he thinks about forecasting in an outcome-based world, and what the role of CFO looks like when the pace of change never slows down.Topics include:* Fin's all-in bet on AI and what it took to get there* Overhauling a pricing model mid-flight to outcome-based revenue* How Fin forecasts in a usage-driven, AI-native business* Resource allocation and the internal debate around hiring vs. automation* Why $250 million in debt financing made more sense than equity* What the CFO role looks like in a company transforming at speed* And more...Dan Griggs is the CFO of Fin, where he leads financial planning and analysis, and accounting, drawing on more than 15 years in financial and leadership roles across high-growth technology companies. He previously served as CFO at Sitecore, where he helped transition the business to subscription-based cloud software while doubling revenue, and as VP of Financial Planning and Analysis at Rocket Fuel, where he drove over $400M in revenue growth and a successful IPO. Intercom rebranded to Fin on May 12, 2026. This conversation took place prior to the rebrand, so the episode refers to the company as Intercom throughout.