Intercom CEO on Endorsing Trump, Reinventing The Company, and the Future of AI in Software
EP 123 of The Logan Bartlett Show: Untold stories from tech's inner circle
Eoghan McCabe returned to the CEO seat at Intercom with a mission to shake things up. Over the past two years, he's been reinventing the company’s culture, leading with zero apologies, and transforming Intercom into an AI-driven powerhouse.
In my latest conversation, we dive into Eoghan’s journey back to Intercom after a two-year break, his blueprint for turning a software company into an AI leader, and the tactics he uses to keep Intercom running like a high-intensity startup.
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✉️ Episode Memo
→ How Eoghan reinvented Intercom
When he returned as Intercom CEO, he ditched the democratic, everyone-has-a-say style of leadership in favor of a firm, top-down approach. Now, McCabe doesn’t ask for input unless he genuinely needs it, unapologetically setting direction and enforcing performance-based rewards—or exits. Under his new leadership, Intercom went from shrinking revenue to seven quarters of accelerating growth, slashed employee attrition, and created a high-performance culture. The team’s more engaged and aligned than ever, and his most brilliant team members people appreciate this approach.
→ How Eoghan runs Intercom like a startup
Every quarter, Intercom employees are rated 1-5 on their performance goals and 6 core values, with managers stack-ranking them by department. The lowest 2-3% may face consequences, while top performers earn significant rewards. The bar is raised each quarter, motivating employees to work at a startup pace and thrive in an intense environment. So far, the system has shown huge positive results and lots of hard work, though Eoghan anticipates possible adjustments in the future.
→ Why Eoghan prefers to promote internally
Eoghan prefers to promote people he knows and trusts within Intercom rather than hiring externally, especially for roles that require a deep understanding of the company’s culture. If someone already understands Intercom but needs to learn the specifics of a role, he’d rather invest in them than start fresh with an outsider, no matter how impressive their credentials. While he appreciates the drive of young, raw talent, which can be messy and unpredictable, he’s come to value experienced “grown-ups” who bring stability. That said, he still wants a scrappy, startup feel, so he balances seasoned leaders with newer hires in areas where there’s room to train and let people grow into their roles.
⭐ Trailer
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