For customer success leaders managing large books of accounts, Agency deploys Kai, an AI co-worker that handles day-to-day customer success work across your accounts, aiming to let each CSM support far more customers than before.
Presence & Market Position
#65 of 79
AI-Native GTM Challengers
Measures earned, engagement-weighted share of voice across the GTM voices panel. Methodology →
Agency set out to build the AI co-worker for customer success, an agent meant to give each CSM coverage over accounts that today go unmanaged, and built its business around a small, obsessively served early customer base rather than headcount-driven growth. In August 2026 Klaviyo agreed to acquire the company, folding Kai and its team into Klaviyo's agent product line. Conversation around the brand centers on that acquisition and the founder's career arc from Drift through Agency, alongside practitioner discussion of the long-tail account problem the product targets, the CS relationships too numerous to staff individually. Coverage of the deal itself carries most of the current volume.
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Business Profile
Agency launched in 2024 out of Boston, founded by Drift co-founder Elias Torres on a deliberately small-team, pre-revenue model, obsessing over an initial set of accounts rather than chasing headcount growth. It raised a $12M seed from Sequoia and HubSpot Ventures, followed by a $20M Series A led by Menlo Ventures, reaching roughly 122 employees and $32M in total funding before Klaviyo agreed to acquire the company in August 2026. Terms were undisclosed. The team and its Kai product fold into Klaviyo, where Torres becomes Chief Product Officer leading the agent product line.
Agent Readiness
Measures how easily your agents can build on it — API, MCP, CLI, SDK, docs depth. Methodology →
Agency shipped Kai as an autonomous agent from the outset, positioned as software that fully offloads a customer-success workflow rather than assisting a human through it, and operated an MCP endpoint at mcp.agency.inc. Following the Klaviyo acquisition, agent development continues under Klaviyo's product line rather than as a standalone build-out, and the MCP endpoint's status is unverified post-wind-down.
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