Senior Engineering Manager – Pricing & Packaging

at Intercom

London, United Kingdom

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?

Join Intercom as a Senior Engineering Manager and lead a team at the heart of Growth Engineering — our Pricing & Packaging team.
This team powers how Intercom brings new products and pricing models to market, operating at the intersection of engineering, finance, and product strategy. You’ll lead engineers working on the systems that define how customers buy and pay for our products — work that directly impacts how Intercom makes money.

This is an opportunity to lead a high-impact, high-accountability team that’s helping define how the software industry monetizes AI. You’ll bring focus, clarity, and technical leadership to a group that moves fast and operates with deep cross-functional collaboration.

What will I be doing?

Lead a team of talented engineers who build the systems and integrations that power how Intercom prices, packages, and launches new products.
Collaborate with Product, Finance, and GTM teams to deliver features that make pricing and billing simple, transparent, and scalable.
Drive technical strategy for pricing infrastructure — ensuring systems integrate cleanly across billing, contracts, trials, and internal APIs.
Accelerate time-to-market for new product launches — shortening release cycles from weeks to days through smart automation and solid foundations.
Balance speed and safety in a high-stakes environment where accuracy, compliance, and reliability matter.
Mentor engineers and foster growth, supporting staff- and senior-level development within your team.
Shape the culture of high trust and high ownership within Growth Engineering — enabling autonomy while maintaining excellence.
Collaborate closely with other Growth teams (Billing, Order, Self-Serve) to ensure seamless customer experiences from quote to payment.
Represent the Pricing & Packaging function in strategic planning, helping align engineering work with business growth goals.

What skills do I need?

5+ years managing software engineering teams building customer-facing or revenue-impacting systems.
Strong technical depth — comfortable engaging in system design, data modeling, and architecture reviews across distributed, integrated systems.
Proven track record of leading teams that deliver high-quality, high-availability infrastructure.
Demonstrated ability to translate complex business and financial requirements into robust technical solutions.
Excellent collaboration skills — thrives at the intersection of product, engineering, and go-to-market.
Deep sense of ownership and accountability; you measure success by the business outcomes your team delivers.
Experience guiding teams through large system migrations or integrations (e.g., Stripe, Salesforce CPQ, or financial systems).
Fluent in using AI tools to solve problems and accelerate execution — helping shape a culture that embraces AI as leverage.

Bonus skills & attributes

Experience in pricing, billing, or monetization platforms within SaaS.
Familiarity with Stripe Billing, Salesforce CPQ, or NetSuite integrations.
Experience in a scale-up or similarly high-velocity, high-ownership environment.
Comfortable working in systems that combine technical complexity with financial accuracy.

Why join us

The Pricing & Packaging team sits at the heart of how Intercom grows — powering product launches, monetization, and strategic agility.
Every line of code affects revenue. Every decision shapes how we bring innovation to market.

If you want to work where engineering meets business impact — and play a pivotal role in defining how the software industry monetizes AI — Growth Engineering is the place to do it.

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.

#LI-Hybrid

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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