From Elias Torres
Founder of Drift & Agency
At Drift, we built one of the fastest-growing SaaS companies of the last decade.
But even with 200+ customer success managers and millions spent on tools, we kept hitting the same wall: the install base wasn’t yielding the growth we needed.
Renewals slipped, expansions took too long, and reps were drowning in post-sale work instead of selling.
That’s when it hit me.
No matter how many people you hire, the old model can’t keep pace with modern customer management.
I founded Agency to change that.
For the past year, we’ve proven it’s possible to manage thousands of accounts—with no CSMs, no account managers, no overlays.
Just Kai,
our AI coworker that proactively engages customers, drives renewals, flags expansion opportunities early, and closes the gaps humans miss.
This isn’t about squeezing more out of people. It’s about making every rep more productive, extending coverage to every customer, and shifting more of next quarter’s number into the base.
The future of account growth isn’t headcount. It’s autonomous.
And this transformation is already underway.
Humans can’t scale customer relationships
We built the org around our own limits, not our customers’ needs. More hires means more silos, more handoffs, and more cracks for customers to fall through.
Too expensive to scale
Headcount keeps growing. Customer value doesn’t.
Too many processes
Layers of busywork serve the org, not the customer.
Too many handoffs
Every pass adds friction — and customers slip through the cracks.
AI
AI
AI
AI
AI
AI
AI
AI
AI
AI
AI
AI
Giving everyone an AI assistant won't solve the problem
More tools won't overcome the limitations of your org chart.
Too expensive to scale
Headcount keeps growing. Customer value doesn’t.
Too many processes
Layers of busywork serve the org, not the customer.
Too many handoffs
Every pass adds friction — and customers slip through the cracks.
specialist
Introducing Kai by Agency
Kai unifies every part of customer management into a single autonomous agent that drives renewals, expands accounts, and frees your team to sell.
What can Kai do?
More tools won't overcome the limitations of your org chart.
Kai maps the customer’s stack on day one, builds a custom implementation, configures automatically. Time-to-value: 48 hours, not 90 days.
Six hand-holding calls across 90 days. Generic playbook. Customers drop off before they reach value.
Kai spots the exact adoption signal, delivers ROI-backed proposal at the right moment, closes expansion in a single conversation.
Quota-driven outreach. Pushy feature dumps. Expansion tied to sales cycles.
Year-round value reinforcement, AI negotiates based on actual usage/ROI, expands before renewing.
90-day fire drill, desperate discounting, surprise churn anyway.
Account intelligence updates daily. On-demand reviews when customers need them—forward-looking, not backward reporting.
Quarterly scramble. Stale data. 30-slide decks no one reads.
Real-time monitoring across 1,000+ signals — usage, sentiment, champion activity, and more. Predictive, not reactive.
Manual spreadsheets. Subjective red/yellow/green, updated monthly at best.
Join the Leaders Who've Already Made the Leap
Our champions aren't radicals. They're pragmatists who did the math. Why manage 200 people when one AI co-worker delivers better results?
Discover what Kai can do for your team
