Agency AI

Agency is a Boston company, co-founded in 2024 by Elias Torres and Luke Van Seters, building agentic AI for customer success. Torres previously co-founded Drift, which created the conversational marketing category and sold to Vista Equity Partners in 2021 at a valuation over one billion dollars, and before that held leadership roles at HubSpot; his stated ambition for Agency is a company that never exceeds one hundred people while generating a billion dollars in revenue. The premise: enterprises spend over one hundred fifty billion dollars a year on customer success and support, ninety five percent of it headcount, because the CSM role was considered too nuanced to automate, and incumbent tools provide visibility without leverage. In November 2025 Agency announced a twenty million dollar Series A led by Menlo Ventures, with Sequoia Capital, Felicis Ventures, Snowflake Ventures, and Databricks Ventures participating, alongside its first product, Kai.

Kai is positioned as an autonomous AI co-worker, not a dashboard or copilot. It builds total customer intelligence by monitoring every signal across emails, calls, Slack, support tickets, and product usage, carries complete company context about the product, processes, and promises, and takes autonomous action within priorities and guardrails the customer sets, following up meetings in any language, spotting usage patterns, multithreading accounts, surfacing at-risk customers months early, and delivering ROI-backed expansion proposals at the right moment. Health scores update in real time and risk alerts fire automatically. The company's sharpest wedge is the long tail: most one hundred million dollar-plus ARR software companies cover the top of their book with CSMs while roughly thirty percent of revenue goes untouched, and Agency runs those accounts with the attention top customers get, across onboarding, adoption, expansion, and renewal. Leaders covering more than one hundred fifty thousand customers use the platform, and Menlo frames the long-term vision as the system of record and intelligence layer for all customer interactions.

Agency sits in the customer support lane with a strong revenue orientation, competing in the space occupied by Sierra, Decagon, and incumbent CS platforms like Gainsight. It is a strong fit for B2B software companies scaling revenue with lean teams that want autonomous coverage of the whole book, and a weaker fit for buyers needing documented security certifications, a developer API, or model choice, none of which are publicly documented.