Elias Torres’ story is one of overcoming incredible odds on his journey from Nicaragua to becoming a successful entrepreneur in the US. With a background in engineering and a VP position at HubSpot under his belt, he went on to co-found Drift, a company that was acquired by Vista Equity for a substantial sum in 2021. Despite these achievements, Torres remains driven to push further, stating, “I’m not done yet.”
Recently, Torres ventured into the world of AI startups by founding Agency, a cutting-edge technology company designed to streamline the tasks typically managed by customer success managers (CSMs). These professionals play a crucial role in providing tailored support for users of complex B2B software, assisting with everything from onboarding to upselling new features.
Today, Agency emerges from stealth mode, announcing a significant milestone of securing a seed funding of $12 million led by respected investors Sequoia and HubSpot Ventures. The revolutionary idea for Agency blossomed during Torres’ consulting work for OpenAI, where he discovered the potential for AI solutions to enhance customer success management for enterprise clients like the NBA and LiveNation.
Encouraged by Brian Halligan, co-founder of HubSpot, to pursue his vision, Torres set out to create a product that could revolutionize customer success management by leveraging artificial intelligence. Partnering with Sequoia, whose investment in Drift was instrumental in its success, solidified Torres’ belief in the potential of his groundbreaking concept.
Agency’s innovative AI technology is set to transform the role of customer success managers by automating crucial tasks, including scheduling, follow-ups, note-taking, customer onboarding, and meeting preparation. By analyzing data from various sources like emails, CRM systems, and chat conversations, Agency’s AI gains in-depth insights into each customer, allowing it to predict and address their needs proactively.
Torres envisions Agency as the realization of a long-standing dream to personalize interactions between companies and their clients, akin to the goal he pursued while developing Salesforce at HubSpot and Drift. Currently undergoing testing with select partners like HeyGen, Agency’s product is exclusively available in an invite-only beta for customer success professionals.
While Agency has yet to face direct competition in the market, Torres and his team are well-aware of the disruptive potential of AI in reshaping various facets of sales and marketing operations. Sequoia’s Patrick Grady expressed confidence in Agency’s unique position, noting the scarcity of contenders in this space and the vast potential for growth and innovation.
As Agency sets out to revolutionize the realm of customer success management, the industry braces for a wave of transformation driven by pioneering AI technology. With Torres at the helm, the future of personalized customer experiences looks brighter than ever.
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