With Halligan's support, Torres reached out to Sequoia partner Pat Grady, who had previously invested in Drift. Grady was immediately sold on the idea, recognizing the challenges of hiring and scaling great customer success managers. "It's hard to hire great CSMs. It's hard to scale great CSMs," Grady said. "If you have a product that can do a lot of the work on their behalf, and you can scale your company without having to hire an army of CSMs. That's pretty useful."