Navigating Customer Retention Challenges in Business Growth

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.