Sierra just shattered the startup playbook. The AI customer service company hit $100 million in annual recurring revenue in just 21 months - a milestone that even surprised co-founders Bret Taylor and Clay Bavor. The achievement signals enterprises aren't just testing AI agents anymore, they're betting their customer operations on them.
Sierra just delivered the kind of growth that makes Silicon Valley legends. The AI startup announced Friday it crossed $100 million in annual recurring revenue after just 21 months in business - a pace that caught even its battle-tested founders off guard. "That's a heck of a lot quicker than we expected," former Salesforce co-CEO Bret Taylor and Google veteran Clay Bavor wrote in their company blog.
The milestone arrives as enterprises double down on AI agents for customer service, moving far beyond the chatbot experiments of previous years. Sierra's customer roster reads like a who's who of both Silicon Valley darlings and old-school enterprises: Discord, Rivian, and Ramp sit alongside ADT, Bissell, and SiriusXM. This wasn't supposed to happen so fast.
Taylor and Bavor expected tech companies to embrace AI customer service agents first. What blindsided them was how quickly traditional businesses jumped aboard. "We were astounded that older businesses also became Sierra's customers," they admitted. These aren't simple query-response systems - Sierra's agents authenticate patients for healthcare providers, process returns, order replacement credit cards, and guide customers through mortgage applications.
The numbers tell a compelling story about market timing. Based on Sierra's current $100 million ARR and its $10 billion valuation from September's $350 million funding round led by Greenoaks Capital, the company trades at a staggering 100x revenue multiple. That's venture capital math that only works when investors see massive runway ahead. Sequoia, Benchmark, ICONIQ, and Thrive Capital clearly believe this market is just getting started.
Sierra's growth trajectory stands out even in today's AI boom. While competitors like Decagon and Intercom chase the same customer service automation market, Sierra's outcomes-based pricing model - charging for completed work rather than flat subscriptions - appears to be resonating with enterprise buyers tired of paying for software that sits unused.
The founding story itself reflects how quickly AI opportunities emerged. Taylor and Bavor's partnership goes back to 2005 when Taylor hired Bavor as an associate product manager at Google. After parallel career arcs - Taylor co-creating Google Maps before founding FriendFeed (acquired by Facebook), serving as Facebook CTO, creating the Like button, then building Quip (sold to Salesforce for $750 million) - the two reconnected over lunch in 2023 after Taylor left his Salesforce co-CEO role.
