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Eoghan McCabe

Eoghan McCabe

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About Eoghan McCabe

Eoghan McCabe is the co-founder and CEO of Intercom, the customer service platform that pivoted to AI agents with Finn - reaching $100M ARR in under 3 quarters, making it the fastest-growing AI agent product in customer service.

Career Highlights

  • Intercom (2011-present): Co-founder and CEO
  • Finn launch (2023): Fastest AI agent to $100M ARR in customer service
  • Contrast.io (2008-2011): Co-founded design company
  • Exceptional.ie (2003-2008): Founded bug tracking company

Notable Positions

On the Finn Origin Story

The turnaround moment:

"We were on the verge of hitting zero dollars net new ARR. Five quarters of sequential decline. But we had a 30,000 paying customers and billions of data points. A month after I returned from sick leave, ChatGPT launched. Six weeks later, we had a working prototype."

On Transformation Cost

The painful reality of change:

"I rewrote our values to be a sharp knife. Performance times behavior - below the line, thank you for your service. 40% employee turnover. Board letters. A quiet coup attempt. Then: 98-99% approval in anonymous surveys 15-16 months later."

On Pricing Innovation

Value-based pricing at 99 cents per resolution:

"At launch, every resolution cost us $1.20 to serve but we charged 99 cents. If someone wouldn't pay 99 cents to perfectly resolve their customer's problem, we should shut this down. Margins improved as models got cheaper."

Key Quotes

  • "We were on the verge of zero net new ARR."
  • "40% employee turnover was the only way."
  • "99 cents per resolution - value-based pricing."