Founder Mode Leads Intercom's Transformation

Intercom's transformation into an AI-first company required embracing founder-led decisiveness and rejecting consensus culture. Owen McCabe returned to Intercom when growth was stalling, and within weeks of ChatGPT's launch, made the bold decision to pivot the entire business toward AI.

McCabe believes the most successful companies are those where CEOs make brave, unilateral decisions and own the results. When he returned to Intercom, he found a company that had become "configured for democracy" with committee decisions and gentle communication. He deliberately shifted to an authoritarian, top-down approach that prioritized shareholder value and high performance standards.

This leadership philosophy manifested in several key decisions: cutting costs aggressively, narrowing strategic focus to customer service, rewriting company values to create a "sharp knife" that would cut out ineffective parts of the organization, and implementing performance processes that removed underperformers. The result was significant - about 40% employee turnover, but those who remained created a highly aligned, entrepreneurial culture.

For leaders navigating disruption, McCabe's experience suggests that making hard decisions quickly is essential. He argues that professional CEOs are typically told "don't mess things up," while founders have the moral authority and willingness to take risks. This creates the conditions for innovation and transformation.

For individual contributors, this leadership style means understanding that in times of disruption, the organization will value decisiveness over consensus. Those who thrive will be the ones who can adapt quickly, embrace high standards, and align with the company's narrowed focus. McCabe describes the ideal employees as "the most incredible entrepreneurial brave inspiring happy individuals" - suggesting that in founder-led transformations, adaptability and entrepreneurial thinking are more valued than process adherence.

The results speak for themselves: Intercom's AI agent Fin is growing at over 300% and will reach $100M ARR in less than three quarters. McCabe believes that greatness comes from CEOs willing to make brave, hard decisions and own the results - even when those decisions are initially unpopular.