NRR Growth Isn’t Built on Renewal Saves – The Monthly Sync ☕️

No CS leader sets out to build a reactive team. It creeps in as you add headcount, processes and tools, until your team is firefighting instead of getting ahead of customers. In this conversation, Hook’s Lucy sits down with Michael Goetz, VP of Customer Success at Drata, who brings 15+ years of CS leadership experience from Chef, AWS and GitHub. They cover: How to know it’s time to redesign, including why cost to serve above ~10% of ARR is a warning sign Why you should design your customer journey “automation first” and save human time for the moments that matter How AI agents change the game by letting you set the goal rather than map every step Leading change with your team and your customers, and why “don’t meet unless you’re adding value” beats monthly check-in KPIs “Reactive proactiveness”: how signal-driven outreach feels proactive to customers The leading indicators that tell you GRR and NRR are moving in the right direction