Announcing Agency’s $20M Series A and Kai: A Superintelligent AI Co-Worker for Customer Success

Today I’m announcing two milestones: our $20 million Series A, led by Menlo Ventures, with participation from Sequoia Capital, Felicis Ventures, Snowflake Ventures, and Databricks Ventures — and Kai, our first product, a superintelligent AI co-worker for customer success.

I’ve spent decades building and scaling companies where customer success was central to growth. At each of my companies, we scaled headcount to scale relationships. And it worked… until it didn’t. Customer experience broke under the weight of large, complex orgs, endless handoffs, and scattered context.

That’s when it hit me. No matter how many people you hire, the old model can’t keep pace with modern customer management. It shouldn’t take 100 people to serve 1,000 customers. But that’s where most companies find themselves today. Customers grow frustrated and renewals slip. Features go unadopted. Growth stalls. Everyone loses.

According to a 2024 Bain survey, 75% of software companies saw net revenue retention decline — even as nearly 60% increased CS spending. More spend. Less retention. The math doesn’t add up.

We started Agency to fix that. To prove there’s a better way: an AI co-worker who knows every customer, acts instantly, and never drops the ball. 

We’ve been building with select design partners for the last year. And now, Kai is publicly available.

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Meet Kai — your Superintelligent AI Co-Worker

Kai isn’t a dashboard. It isn’t a co-pilot. And it’s not another LLM that makes you copy-paste context between tools. It’s an autonomous teammate that operates across your entire customer base.

Total Customer Intelligence : Every interaction, every data point, every pattern. Not trapped in a CSM's notebook or buried in a manager's head — always accessible, instantly.

Complete Company Context : Your product, your processes, your promises. Kai knows how your business actually runs, how customers are using your product, and how to best deliver value – not just what's written in a forgotten customer playbook.

Autonomous Action : Where everyone else stops, Kai starts. It doesn’t just suggest — it acts. Customer issue? Already handled. Internal workflow? Already done. No approval chains. No committees, no delays. You set the priorities and guardrails, Kai carries them out.

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Agency is the future of customer management 

Instead of hiring five different teams to keep customers happy, you get one: Kai. Founder-level intuition, CSM-level attention, and support-level execution—in a single co-worker that scales.

Here’s what revenue leaders feel right away: growth. Pipeline doesn’t stall because every meeting gets followed up—fast, in any language. Expansion isn’t left to chance. Kai spots usage patterns, multithreads, and reaches out at the right moment. Renewals stop being last-minute fire drills. Kai monitors health signals continuously and intervenes before problems surface. And because Kai absorbs the busywork that usually eats headcount, your team focuses on what moves the number: selling, negotiating, and closing.

Early adopters are already reducing churn, unlocking expansion, and raising the bar on post-sales performance, without hiring more people.

“Agency has fundamentally changed how we think about growing this company,” said Pablo Palafox, co-founder and CEO of HappyRobot. “It eliminates the noise, replaces busywork with action, and lets us design truly world-class customer experiences. It’s a competitive advantage I wouldn’t want to run a business without.”

Customers stay happy and engaged because Kai makes sure nothing slips through the cracks. Renewals happen naturally. Expansion opportunities emerge continuously. Every customer gets founder-level attention — at scale.

We're Ready To Work With You 

With this new funding, we’re making Kai even more capable. Faster decisions, deeper integrations, and broader coverage across the customer journey – from onboarding to renewal and expansion. 

And we’re open for business. If you’re scaling revenue with lean teams and want a teammate, not another tool, we’d love to work with you. Reach out to elias@agency.inc.