Investing in Agency’s Series A: The AI Operating System for Customer Relationships

The Unlikely Meeting

Sometimes the best investments start with the most unexpected conversations.

I first met Elias Torres at a founder dinner—the kind of event where, as an introvert, I sometimes focus more on the food than the networking. But Elias had other plans. He sat down across from me and proceeded to discuss everything except what he was building: cars, programming philosophy, home networking strategies. It was brilliant and unexpected. While every other founder focused heavily on their companies, Elias was simply being interesting.

What I didn’t realize then was that I was experiencing his product philosophy firsthand: relationships aren’t transactions—they’re built on genuine connection and understanding, something I see time and time again in his interactions not just with his customers but his team.

From LinkedIn to Addiction

Months later, I found myself regularly drawn to Elias’ LinkedIn content. His posts weren’t typical founder updates; they were thoughtful takes on building products people actually want to use. Eventually, curiosity got the better of me. I DM’d him for a catch-up call.

Several conversations later, he onboarded me onto Agency. Within days, I was hooked—checking it multiple times a day with the same addiction I’d seen with the best consumer apps. It wasn’t just passing the toothbrush test; it was creating entirely new habits. Between the product’s immediate utility and the exceptional backgrounds of Elias and his co-founder Luke, the investment decision became obvious.

The $150 Billion Problem

Agency is tackling a massive inefficiency hiding in plain sight. Enterprises spend over $150 billion annually on customer success and support, yet only 5% (~$10B) goes to software. The remaining 95% is pure headcount.

Why? Because the CSM role has historically been considered too nuanced to automate—it’s relationship-driven, strategic, and deeply consultative. Current solutions like Gainsight (the market leader at $250M ARR) function more like glorified CRM add-ons than true productivity multipliers. They provide visibility but not leverage.

Building the Customer Memory Layer

Agency takes a fundamentally different approach. Instead of creating another dashboard, they’re building an AI-powered operating system that becomes the persistent, intelligent memory of every customer relationship.

The platform connects directly to existing enterprise systems—CRM, email, Slack, Zoom, calendar—and uses LLM architecture to understand context across every interaction. This enables Agency to:

• Automate the repetitive: onboarding sequences, follow-ups, meeting prep, scheduling.
• Surface the strategic: churn signals, expansion opportunities, relationship patterns.
• Unlock institutional knowledge: semantic search across years of customer history.
• Unite fragmented teams: single source of truth across sales, success, and support.

While starting with customer success (where the pain is most acute), the vision extends far beyond. Agency is positioning itself to become the system of record and intelligence layer for all customer interactions—from first touch to renewal and expansion.

The Unexpected Power User

Here’s what surprised me most: I’m not even in sales, yet I use Agency multiple times daily to manage relationships with our portfolio founders. I refresh it constantly, discovering insights about how to better support our companies. It’s become as habitual as checking social media—except it actually makes me better at my job.

This is the mark of truly transformative software: when it finds use cases beyond its intended audience, creating value in unexpected places.

Why Now, Why Agency

We’re at an inflection point. LLMs have finally made it possible to understand and act on unstructured customer data at scale. The enterprises spending billions on CSM headcount are desperately seeking efficiency. And customers expect increasingly personalized, proactive engagement.

Agency isn’t just riding these trends—they’re defining what the future of customer relationships looks like. With Elias’ product vision, Luke’s technical expertise, and a team that deeply understands both enterprise buyers and end users, they’re uniquely positioned to capture this massive opportunity.