In this episode, Jonathan Corrie speaks with Ilene Landon, SVP of Customer Experience at Vena, about transforming Professional Services from a perceived bottleneck into a strategic growth driver. They explore organisational alignment, services economics, and the role of delivery in driving customer ROI.
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:
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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