CHURN FM

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

Nov 28, 2024

43:05

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

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

Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS