Klaviyo Acquires Agency to Power AI Customer Success in 2026

The key change reshaping ecommerce customer relationship management in 2026 is Klaviyo's acquisition of Agency, an AI-native customer success platform founded by serial entrepreneur Elias Torres. This strategic deal integrates returns management, order tracking, and AI-powered support directly into Klaviyo's marketing and CRM workflows, marking a significant consolidation of pre- and post-sale automation under a single platform.

What Klaviyo Is Acquiring and Why

Klaviyo has acquired the team and technology of Agency, an AI-native customer success startup. According to the official announcement on Klaviyo's newsroom, the deal was structured as an acquisition of both the technology and the team; financial terms were not disclosed.

The strategic rationale is to expand Klaviyo's CRM capabilities beyond email and SMS marketing into full-funnel, post-sale engagement. By integrating Agency's AI agents, merchants will be able to automate returns, order tracking, and general customer support directly within the marketing workflows they already use. This moves Klaviyo from a pure marketing automation tool toward a unified customer relationship platform that handles both acquisition and retention.

Elias Torres, co-founder and CEO of Agency, will join Klaviyo as Chief Product Officer. In this role, he will oversee the company's agent product line, which includes the Composer and Customer Agent tools. Torres is well-known in the Boston tech ecosystem as a co-founder of Performable (acquired by HubSpot) and Drift, the conversational marketing pioneer. As reported by TechCrunch, the acquisition is a "full-circle reunion" that brings Torres back to work with Klaviyo CEO Andrew Bialecki, with whom he shares a long-standing professional relationship dating back to the early days of Boston's SaaS community.

Agency's core technology is a set of AI agents capable of understanding customer intent from messages and order data. These agents can handle common post-purchase scenarios — such as initiating a return, rescheduling a delivery, or troubleshooting a product issue — without human intervention. By embedding these agents into Klaviyo's platform, the company aims to reduce the number of third-party integrations merchants need to manage while increasing the depth of data flowing between marketing and support touchpoints.

The Full-Circle Reunion: Torres