Tyler Will: The Death of Seat-Based SaaS: Why AI Changes Everything

About this episode

Tyler Will discusses the transformative impact of AI on revenue operations and the shift from seat-based SaaS to outcome-based models.

In this episode of the Revenue Insights Podcast, Guy Rubin, Ebsta founder, MD of Revenue Insights at Fullcast, and host of the Revenue Insights podcast, talks with Tyler Will, VP of Revenue Operations at Intercom, to discuss one of the most aggressive AI pivots in SaaS. Tyler has led revenue operations through global scale at Bain, LinkedIn, and now Intercom where he's helping transform the company into an AI-first customer experience platform powered by Fin, their AI agent launched shortly after ChatGPT. "If you're not ahead of the curve, you don't get to iterate your way into AI," Tyler said. "You have to rip up your entire sales playbook and start over." But what actually breaks when you operationalize AI inside a revenue organization. More importantly, what does it take to rebuild it? We're entering a world where: 80%+ of customer interactions can be handled by AI Sales teams are flooded with more leads—but not more revenue And RevOps is the only function positioned to connect data, process, and execution This episode is your roadmap for navigating that shift. In this episode, learn: Why most companies fail to monetize AI—even when adoption is high How Intercom flipped from…

People in this episode

Host: Guy Rubin

Guest: Tyler Will

Topics covered

• AI in SaaS
• Revenue Operations
• Sales Playbook
• Customer Experience
• AI Adoption
• Outcome-based SaaS

Keywords

• AI
• SaaS
• Revenue Operations
• Sales Playbook
• Customer Interactions
• AI Adoption
• Intercom
• Fin
• ChatGPT

Mentioned in this episode

Organizations: Intercom, Bain, LinkedIn

Products: Fin, ChatGPT

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