Account Executive, Small Business

About the role

You will own the end-to-end sales process for small and mid-market customers, discovering pain points and positioning Intercom's AI capabilities as the central solution for their customer experience needs. You will evangelize the Fin platform by educating prospects on how AI Agents can replace repetitive manual work and deliver perfect experiences at scale. Each day you will consult with stakeholders to align on objectives, map buying committees, and tailor messaging that speaks directly to executive and operational priorities. You will manage the full sales cycle from initial discovery through contract negotiation, ensuring clear visibility into pipeline and predictable revenue forecasting. Through consultative conversations, you will uncover new use cases, expand within existing accounts, and convert pilot programs into long-term strategic partnerships. You will collaborate closely with product, marketing, and success teams to provide feedback from the field and refine how value is communicated. Ultimately, you will be responsible for owning your book of business, driving adoption, and demonstrating that Intercom is the core system for modern customer operations.

Key facts

What you'll do

• Research and qualify small business prospects, identifying economic buyers, champions, and hidden stakeholders within target accounts.
• Articulate the value of the Fin AI Agent using the Command of the Message framework to ensure consistent, compelling positioning.
• Own the full sales cycle for small business customers, from outbound prospecting and initial outreach through discovery, demo, negotiation, and close.
• Build and maintain a robust pipeline with clear visibility into opportunities, stages, and expected close dates.
• Provide timely and accurate revenue forecasts, updating forecasts regularly and aligning on pacing for each month and quarter.
• Partner with Solutions Engineers and Customer Success to design and deliver tailored demos that address specific prospect workflows and objections.
• Collaborate with Product, Marketing, and R&D teams to act as the voice of the customer and influence product direction and messaging.
• Develop and execute account plans for key prospects, including stakeholder mapping, messaging frameworks, and multi-threaded engagement strategies.
• Leverage competitive insights to differentiate Intercom, highlighting reliability, ease of integration, and performance in real-world scenarios.
• Convert pilot engagements and proof-of-concept projects into paid subscriptions by proving clear ROI and operational impact.
• Maintain detailed records of all customer interactions, decisions, and feedback within CRM to support forecasting and coaching.
• Represent Intercom at virtual and in-person events, webinars, and networking sessions when required to strengthen brand presence in the market.

Requirements

• 2+ years of experience in closing roles within a SaaS or technology environment.
• 1+ years of proven experience selling SaaS products to small or mid-market customers.
• Demonstrated history of outbound prospecting and generating meetings through cold outreach and digital strategies.
• Strong sales instincts with a consistent track record of hitting and exceeding quota.
• Exceptional written and verbal communication skills, with the ability to simplify complex concepts for non-technical buyers.
• Comfortable and energized operating in a fast-moving organization, managing inbound and outbound opportunities across multiple industries and company sizes.
• Ability to close net new business in highly competitive environments while maintaining professionalism and integrity.
• Exhibits a growth mindset, intellectual curiosity, and ambition to continuously improve skills and results.
• Willingness to follow established sales methodologies, playbooks, and reporting standards without deviation.
• Eligibility to work in Australia with the right to obtain necessary employment documentation as required by the role.

Practical notes

• Hybrid working policy applies, with an expectation to work in person to support collaboration and culture.
• Employment eligibility must align with Australian work requirements, including visa documentation if applicable.
• This role reports to a defined leadership structure within the sales organization and participates in internal career progression pathways.
• The position involves regular use of digital tools, CRM systems, and collaboration platforms as part of standard operations.
• Candidates should be prepared to engage with prospects across time zones and during standard business hours in the Sydney region.
• There may be an expectation to attend team meetings, training sessions, and performance reviews on a recurring schedule.
• Compensation details are not provided in the source, and candidates should discuss total rewards directly with the recruiter.
• This role is positioned within a high-growth environment where scope, ownership, and responsibility can expand rapidly based on performance.
• All policies referenced in the role description are subject to the internal guidelines of Fin and Intercom as defined in their official documentation.