John Sweazey

Estate Director @ Anaba Wines

[John Sweazey @PerSwea]

@SamsungUS I just bought a 75 inch frame tv and I cannot use any app on it because you require a Samsung login, and I cannot access my account. Going to return the TV and write this up if I don’t get a response today. I cannot login into my account because I changed the phone number.

Email [email protected]

Terrible experience!

[Eoghan McCabe @eoghan]

This is a story about how we rebooted a 15 year old decelerating business to be on course to be the fastest growing large software company in the world in four quarters from today… :)

The Q1 Intercom board meeting starts in one hour. Q1 FY26 was the largest quarter by net new ARR (NNARR) in the history of the company. When I came back as CEO (nearly 1,000 days ago) we had just booked a 5th sequential quarter of declining NNARR. We’ve now been on a run of 9 quarters of increasing NNARR, and I expect this trend to continue for many years. We’ve beaten our ARR targets for the past 7 quarters.

By the end of this year we’ll have accelerated our total ARR growth rate by 7X since the quarter after I returned. This is unheard of for a company of our scale, in the hundreds of millions of ARR. We’ve also increased our valuation since the quarter after I returned by at least 10X to today, and we’re now playing for another 10.

This acceleration is the result of two major moves:

First, we completely reset our pricing and buying experience to be radically customer-first after a couple years of toxic pricing and crappy sales behavior. Now, as of Q1, our 12 month net revenue retention (NRR) for new customers is 146%, vs 112% before, and I haven’t seen a single angry tweet about our pricing in nearly two years!

(In fact, people are now publicly celebrating our pricing, and all the players in our space are following our outcome-based pricing moves. Check out the graphic from Kyle Poyar.)

We also started growing our customer base again, after churning lots of small customers upset with our pricing. We’ll cross 30k paying customers by the end of this year.

All of this is driving dramatic acceleration and we’re now enjoying best-in-class growth for our Helpdesk business.

But more importantly, the second big move we made was to start a brand new unicorn business inside of Intercom called Fin, an AI agent for customer service. It’s crushing the competition. There are many, decent, new direct competitors in the category, and the hottest of them just shared that they grew $1-10M ARR in a year last year. Fin did $1-12M in a year, nearly a year ago.

We’ve now had 13 head to head bake-offs with this competitor and have beaten them on performance and been picked as vendor of choice in literally every single one.

The result is that Fin is now a strong 8 figure ARR business that in Q1 grew at an annualized rate of 393%, and we’ll pass $100M ARR with Fin in 2.5 quarters.

In Q1, our AI Group hit 47 senior AI engineers and scientists. I don’t believe that the scale and talent of this team exists in any other AI application company in any category. They’re producing some incredible, industry-first, patented tech, based on original research. Our next release is major. In collaboration with our ~300 senior engineers, designers, PMs, and analysts outside the AI Group working full time on Fin, this past quarter they released a deep insights product, not to be found anywhere else, as well as a rich new agent management application layer, also unique. And Fin Voice, unique too in its quality and latency. On performance and application depth, and self management functionality, there’s Fin, and then there’s everyone else.

All going to plan, our next major business milestone will be to become the fastest growing large business software company in the world (vs all public software companies), some time around 4 quarters from now. At that point, if not before, I’ll share 100% of our revenue numbers to let you see for yourself.

This company is reborn, and now on fire. Forgive the cheese but these 2.5 years have really shown me what hard work, focus, and good old fashioned innovation, business, and management fundamentals can deliver.

I always roll my eyes at leaders pushing falsely modest narratives—“it was all my wonderful team!” The truth is that I’m very proud of my contributions, as well as those of the one thousand powerful humans who believed in the plan and made it real. And that especially includes the exec team at Intercom who’ve seen it all and come out the other side on top. These people rarely get and never take the credit that they deserve. True legends in the business of tech: @destraynor, @ciaran_lee, @darraghcurran, @Padday, @LaurenCullen, Dan Griggs, Archana Agrawal (listed in the order they joined, the first two being my longtime cofounders).

Thanks for reading and for your support over the past couple years :)

[John Sweazey @PerSwea]

@johnrush @threadreaderapp unroll

[John Sweazey @PerSwea]

@spawn @reply Can I get a code? Just in time or nah?

[John Sweazey @PerSwea]

@Manusaichina [email protected] free invitation

[John Sweazey @PerSwea]

@Manusaichina Free invitation

[John Sweazey @PerSwea]

@Manusaichina Free invitation code

[John Sweazey @PerSwea]

@Harmonyexplore1 @KfromX alll good

[AJ’s AI @AJs_AI]

Manus just blessed me AGAIN

They saw how quickly we ran through the first 100 community codes… so they gave me 500 more….

If you missed out on the first round, here’s your chance:

1. Retweet this post
2. Follow
3. DM me “MANUS”

If you got the access code in the first round, reply with what you cooked up so far!

Manus is absolutely next level. I literally maxed out the tokens yesterday.

[John Sweazey @PerSwea]

@AJs_AI Done, am I too late?

[John Sweazey @PerSwea]

@KfromX https://t.co/Z4XmIfVQu2

Negotiating extension at CU.

[John Sweazey @PerSwea]

@KfromX BTW - before I go... wisdom to think on - Dak highest paid QB in the league, no trade clause..... do your research.

Writer who trying to break the story just signed with SMAC. Just smoke here, no need to trip.

[John Sweazey @PerSwea]

@KfromX

[John Sweazey @PerSwea]

@KfromX lol, you can mute, but you can't dispute me

[John Sweazey @PerSwea]

@KfromX i was on 3 grams boomers.

[John Sweazey @PerSwea]

@KfromX naaaa she beat

[John Sweazey @PerSwea]

@KfromX "Swayze"

[John Sweazey @PerSwea]

@KfromX This is on my homepage on x

[John Sweazey @PerSwea]

@KfromX lol

[John Sweazey @PerSwea]

@KfromX for real, random as shit....