Agentic Commerce and the AI Mindset Unlock with Amaury, CEO of Limio

In this episode, Guillaume sits down with Amaury de Closset, CEO and founder of Limio, to discuss the intersection of subscription commerce, AI, and lean operations.

From running a 20-person AI hackathon to scaling support with an engineering rota, Amaury shares tactical insights on how to build a high-performance SaaS without the "operational bloat." A true story of a pre-AI fintech SaaS zooming to adopt AI, and build and release AI features.

Key Takeaways

1. The AI Mindset Unlock

AI isn't just for summarizing emails or writing copy. The real value lies in treating AI as a customer channel.

• The realization: Stop thinking of AI as a gimmick.

• The vision: "Agentic Commerce" where AI agents handle the entire subscriber lifecycle—from sales to retention.

2. Automating the Retention Team

Retention is often the most valuable team in a company. Amaury describes building a voice-based AI agent that negotiates with customers who want to churn.

• Why it works: It provides 24/7 consistency and handles repetitive negotiation tasks that would otherwise require a massive customer service team.

• The human element: Human agents are freed up to handle complex, high-emotion cases while the "robot" handles the volume.

3. Scaling Support with an Engineering Rotation

Limio supports enterprise customers with a remarkably small team. Their secret?

• Self-service at scale: Over 500 support documents.

• Cross-pollination: Every engineer spends a week in the support rotation. This ensures engineers stay connected to the customer's actual pain points and helps support engineers understand the code base.

4. The "5-Second Dream" and Post-Sale Friction

Post-sale friction is the silent killer of high-volume SaaS. Amaury’s goal is to orchestrate every system (CRM, Billing, Payments, Entitlements) so that a purchase or upgrade is fully processed in under 5 seconds.

• The goal: Autonomy for the revenue team.

• The result: Faster growth and a better customer experience.

5. Avoiding the "Pandora's Box" of Internal Tools

Amaury’s mantra: Don't build internal tools unless it's a last resort.

• Building custom internal tools creates a massive maintenance and security debt.

• Engineering resource should be 100% focused on the core product, not building backend support systems.

You can catch the full episode on Youtube below or on your favorite streaming platform.