Description

Ilene Landon, SVP of Customer Success at Vena, joins Jonathan Corrie to unpack one of the biggest challenges in SaaS: repositioning Professional Services from a cost centre to a growth engine.

Drawing on 20+ years leading global delivery organisations, Ilene explains why PS is often seen as slow, complex, and difficult to sell - and how that perception becomes a self-fulfilling cycle.

The conversation explores how to break that cycle by redefining the mission of services teams. Instead of focusing on utilisation or timelines, high-performing teams align around delivering measurable customer ROI - driving adoption, retention, and revenue growth.

Ilene also shares practical strategies for improving cross-functional alignment:

• Structuring feedback loops between services and product to improve implementation and scalability
• Enabling sales to confidently position services without slowing deals
• Using productisation and fixed pricing to simplify selling and improve margins
• Building trust internally through consistent delivery and clear communication

The episode also dives into services economics, highlighting why understanding margin, attach rates, and cost structure is critical - especially in today’s market.

For leaders scaling services organisations, this is a clear, practical playbook for driving impact across the business.

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