E273 | Redefining Customer Success in the Age of AI with Agency's CEO Elias Torres

CHURN FM

In this episode, Elias Torres shares his journey from building and selling Drift for $1.2 billion to launching Agency and how he’s leveraging AI to revolutionize customer success.

We then dove into the challenges of scaling customer success teams, the role of AI in automating tasks, and the potential to create a unified "customer brain" for better insights and engagement.

We wrapped up by discussing the future of customer success, the shift to outcome-based pricing models, and Elias' vision for building a $10 billion company with a lean team empowered by AI.

Mentioned Resources

• Agency
• Drift
• HubSpot
• Vista
• OpenAI
• Jensen Huang
• Nvidia
• BG2 Podcast
• Copilot
• Cursor
• ChatGPT
• Sequoia
• Brian Halligan
• WhatsApp

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

فصول

1. E273 | Redefining Customer Success in the Age of AI with Agency's CEO Elias Torres (00:00:00)

2. From Drift to Agency (00:01:41)

3. The Shift to Customer Success (00:04:42)

4. Discovering AI's Potential (00:07:25)

5. Building a Customer Brain (00:10:23)

6. High-Touch vs. Tech-Touch Success Models (00:14:20)

7. Outcome-Based Pricing and Retention (00:16:45)

8. Scaling with AI Co-Pilots (00:21:06)

9. Elias' vision for the Future of Agency (00:29:28)