This episode of The Monthly Sync tackles a topic that's top of mind for a lot of CS leaders: how to move your team from reactive to proactive. Most already know that firefighting and last minute renewal saves aren't a scalable way of growing revenue, but knowing how to achieve that shift is a whole different issue. Our guest Michael Goetz has led that transition at Github and now at Drata, where he's leveraging AI, incentives, commercial upskilling and more to build a team that protects and grows NRR across the entire customer lifecycle.
What you'll learn:
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
Meet the Speakers
Lucy Wilkinson
Account Manager
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