Precursive Perspective | For Professional Services

Proving Value of Services in the Age of AI

pshah@precursive.com (Jonathan Corrie, Andy Cater) — Tue, 24 Feb 2026 16:27:56 +0000

AI is accelerating a structural shift in SaaS - from systems of record to systems of action. In this episode, Andy Cater - Director, AI Agents at Zendesk joins Jonathan Corrie to unpack what that means for Professional Services leaders.

As buyers demand measurable ROI within months, proof of concept is no longer enough. The new expectation? Proof of value in a live production environment. Andy explains how forward deployment helps de-risk enterprise decisions by delivering tangible outcomes early — not slideware, not promises.

Key themes include:

Why AI creates both optimism and skepticism in buying cycles
The rise of proof-of-value over proof-of-concept
Customer readiness: knowledge, process, and data as the three pillars of AI success
Why exec sponsorship and InfoSec alignment matter more than ever
Designing forward deployment to scale without creating long-term dependency

The conversation also challenges the romanticised view of forward deployed engineering. It’s not about throwing elite engineers into accounts. It’s about building trust, enabling adoption, and creating long-term partnerships.

For Professional Services leaders navigating AI, this episode provides a clear lens on where the market is heading — and how delivery models must evolve.

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How to Plan and Execute a Services Transformation

pshah@precursive.com (Jeroen Bos, Jonathan Corrie) — Thu, 23 Oct 2025 09:59:46 +0000

Jeroen Bos, SVP Global Professional Services at Bizzdesign, brings deep experience leading transformation across complex, multi-product organizations. In this episode, host Jonathan Corrie explores how Jeroen and his team are evolving the role of services to be more strategic, commercial, and growth-focused.

Key discussion areas include:

The changing role of services in today’s market
How to shape service offerings and GTM around customer maturity
Practical steps to harmonise teams, methodologies, and culture across geographies
Lessons learned from multiple M&A integrations
Why progressive service orgs focus on packaging expertise, not hours

Jeroen shares how aligning PS with business strategy, and enabling sales to champion services, can unlock faster growth and deeper customer partnerships. Whether you’re scaling delivery, leading a transformation, or integrating teams, this episode is packed with practical insights from someone who’s done it at scale.

Shaping AI-Powered Services That Qualify as AI Revenue

pshah@precursive.com (Stephen Elrod, Jonathan Corrie) — Tue, 30 Sep 2025 11:47:19 +0000

In this episode, Jonathan Corrie speaks with Stephen Elrod, SVP Global Delivery & Professional Services at Degreed, about the intersection of AI, services-led growth, and transformation in Professional Services.

Stephen shares how Degreed has positioned services not as a reactive function but as a growth engine. By engaging services early in the sales cycle, his team helps shape deals, advise clients, and reinforce value across the customer journey. He highlights how a strong partnership between Professional Services and Sales ensures services are seen as revenue-generating, not just post-sale delivery.

A major theme is AI-powered services:

- How Degreed’s AI learning solutions are transforming customer outcomes
- Overcoming AI-literacy gaps among clients
- Leveraging AI internally to enhance team productivity and delivery quality

Stephen also reflects on Degreed’s services transformation - from cost center to profit contributor and what it takes to lead teams through change. Governance, process, and control matter, but success depends on how teams embrace transformation and align around value creation.

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Services-Led Growth: Role of PS in Modern GTM

pshah@precursive.com (Onnela Pukk, Jonthan Corrie) — Tue, 12 Aug 2025 08:55:11 +0000

In her role as Head of Professional Services at Gorgias, Onnela Pukk brings with her over 10 years of experience in Toronto's B2B SaaS tech industry, specializing in Customer Success and Professional Services. In this episode, host Jonathan Corrie, speaks to Onnela about the rise of services-led growth in today's modern GTM landscape.

Some key highlights in this episode include:

From Post-Sale → Growth-Sale: PS as a revenue driver, not a cost center.
Outcome-Driven: 50% automation in 50 days — measurable, contractual value.
Focus Wins: Clear on what you don’t do + leverage partners for the rest.
Stories + Data: Proof points that build confidence across sales & product.
Culture of Sharing: A “spirit of generosity” to scale best practices fast.

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Using Value-Added Services to Increase Gross & Net Retention with Jeff Rosenbaugh

pshah@precursive.com (Jeff Rosenbaugh, Jonathan Corrie) — Tue, 10 Jun 2025 10:36:26 +0000

As the Snr Director of PS, Jeff has established and scaled Lucid's first Professional Services (PS) function, evolving it into a strategic growth engine driving customer success, revenue and production adoption. In this episode, Jeff speaks with host Jonathan Corrie about transforming Services and reimagining it as a growth engine not a cost center.

Some key highlights in this episode include:

Pricing Strategies: Connect Customer Needs & Show ROI
Transformative Sales Strategies & Executive Alignment
Monetizing Services - Structured Packaging & Clear Scoping
Compelling Storytelling for New Software Adoption
Change Management - Setting Realistic Expectations for Success

Jeff is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here.

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How to Use Services Sales to Support Product Consumption

pshah@precursive.com (Nagajan Karavadra, Jonathan Corrie) — Wed, 30 Apr 2025 08:57:15 +0000

As the Snr Engagement Manager at Databricks, Nagajan helps Databricks customers get the most out of their investment through strategic, high-impact services. With 20+ years in tech, his focus is on leading the sales and delivery of SaaS solutions and custom service programs for enterprise clients.

Some key highlights in this episode include:

Why services teams must focus on bookings, attach rates, and strategic value.
Structuring service sales: regional vs. vertical specialization for maximum impact
How to enable AEs: Building "arm’s reach" capability and driving FOMO with success stories
Real-world examples: Databricks’ AI use cases for both internal efficiency and customer success.
Pro tips: Balancing selling vs. delivery focus, scaling enablement through bite-sized training

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Beyond Implementation: Why Services are Key to SaaS Profitability with Molly Gapp

pshah@precursive.com (Molly Gapp, Jonathan Corrie) — Tue, 25 Mar 2025 11:44:03 +0000

Molly Gapp brings extensive experience in professional services and customer success within the software industry. As the VP of Professional Services, Molly directs onboarding, delivery, conversion, implementation and training for Planet DDS' DentalOS solutions.

Some key highlights in this episode include:

PS is a Growth Lever, Not Just a Cost Center
Standardization = Faster Time to Value
Balanced Monetization Strategy
The Shift to Subscription-Based Services
Sales & Services Alignment is Critical
Pricing & Packaging Must Be Clear & Flexible

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Monetizing Services: The New Growth Engine for SaaS & AI-Driven Success

pshah@precursive.com (Peter Wride, Jonathan Corrie) — Thu, 27 Feb 2025 09:50:46 +0000

With a background in sales and a Gainsight alum, Peter Wride - SVP Professional Services at DFIN, discusses the evolving role of professional services, commercialization, and how AI is shaping the industry.

Some key highlights in this episode include:
- The role of AI in Professional Services
- PS as a revenue driver
- Building a Services sales function
- Navigation partner ecosystems

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Professional Services: Cost vs. Profit Centre with Jens Harder

pshah@precursive.com (Jens Harder, Jonathan Corrie) — Tue, 14 Jan 2025 10:37:28 +0000

We're in conversation with Jens Harder, Senior Director, PS EMEA at Sitecore - a global leader of end-to-end digital experience software.

Some key highlights in this episode include:
- Transforming services: Driving sales through strategic alignment
- The importance of structure in Services: Profit vs Cost Center
- Maximizing success: Key revenue strategies
- Aligning Services strategy with your business goals
- Navigating C-Suite dynamics for successful leadership

Jens is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here.

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Professional Services in VC vs. PE Backed Companies with Phil Davitt

pshah@precursive.com (Jonathan Corrie, Phil Davitt) — Wed, 18 Dec 2024 14:37:10 +0000

Welcome to our first bonus episode, in conjuction with the Services Delivery Alliance (SDA). We're in conversation with Phil Davitt, SVP Global Professional Services at Eptura, who discusses running Services teams in a Venture Capital vs. Private Equity backed companies in the Software and SaaS industries.

They cover:
👉 Key mindset: A business within a business.
👉 Dynamics of running PS with different investor types
👉 Org capability and Leadership skills needed for PE
👉 Tactics to fund growth and sales strategies

Phil is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here.

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How to Sell and Deliver Successful Subscription Services

pshah@precursive.com (Stephan Hovnanian, Sprout Social, Jonathan Corrie) — Tue, 3 Sep 2024 08:58:18 +0000

Stephan Hovnanian, Senior Manager Professional Services at Sprout Social, has led initiatives to refine the engagement model about how our services are delivered alongside Customer Success and expanded the team to drive growth and is now focused on how to scale.

In this episode, Jonathan and Stephan discuss how to build and deliver subscription services, some key highlights include:
- Rise of Subscription Services
- Customer demand that led to developing Subscription Offerings
- Building Blocks for a Subscription Services Org
- The org structure, GTM, sales and delivery models used at Sprout Social
- Challenges of consumption and delivery of Subscription Services

Stephan is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here.

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Services Transformation Strategies For Growth

pshah@precursive.com (Christina Roque Lino, Jonathan Corrie) — Tue, 9 Jul 2024 12:17:02 +0000

Christina Roque Lino is the VP of Professional Services Global at OutSystems and leads an elite services team and driving global transformational programs to deliver the best customer experience and business growth.

In this episode, Christina and Jonathan discuss the growth and digital transformation of a Professional Services organisation, some key highlights include:
- Leveraging Metrics for Business Growth
- Insights from OutSystems
- Balancing Skills and Expertise in Project Management
- Impact of Customer Advocacy
- Tips for Aligning Sales and Services for Business Growth

Christina is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here.

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How to drive strategic Services & Revenue Growth

pshah@precursive.com (Michelle Steenvoorden, Jonathan Corrie, revenue growth) — Tue, 14 May 2024 10:17:19 +0000

Michelle Steenvoorden is the VP of Professional Services at Cleverbridge and is accountable for developing global department strategies/offers to increase revenue, P&L management, operational KPI management and driving department efficiencies. With a background in Customer Success and Consulting in other high-growth SaaS companies, Michelle serves as a leader and expert with best practice experience across customer success, customer support, professional services, and training.

Michelle is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here.

In this episode, Michelle and Jonathan discuss the growth and transformative nature of a Professional Services organisation, some key highlights include:
- Fostering Services Leadership and building a strong team
- The future of Services Architecture to drive value for customers
- Using scorecarding to advance technology
- Driving ARR by building profitable business partnerships

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Building Intelligent Professional Services Delivery for Success

pshah@precursive.com (Piyush Agrawal, Jonathan Corrie) — Tue, 2 Apr 2024 12:18:51 +0000

Piyush Agrawal is the Global Head of Professional Services at Instabase with 15+ years of experience managing multi-million dollar projects including demand management, risk & issue management and understanding client requirements with managing project reporting for critical time and scope-driven projects. Piyush is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here.

In this episode, Piyush and Jonathan discuss the importance of team alignment, customer enablement and scalable strategy for Professional Services.

Some key highlights include:
- The need for Services Intelligence in a Professional Services Organisation
- Efficient Customer Success: Methodology & PS Org Design
- The Role of an Architect in Software & Services
- Delivering Value with a Customer First Mindset

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How to Master the Commercialisation of Professional Services

pshah@precursive.com (Reda Benanni, Jonathan Corrie) — Tue, 27 Feb 2024 13:24:36 +0000

Reda Bennani is a Professional Services, Partnerships, and Product Management Senior Leader with 12+ years of B2C, B2B, and global experience spanning SaaS (GRC, BPM, CRM, Cyber Security, SOC, and Fintech). He has built and scaled services in companies such as IBM and Stripe. Reda is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here.

In this episode, host Jonathan Corrie, and Reda discuss the importance of team alignment, customer enablement and scalable strategy for Professional Services.

Some key highlights include:
- The Rise of Services in Customer Success
- Unlocking Business Growth with Strategic Partner Ecosystems
- Productising and Automation of Services Delivery
- Mastering Metrics: Articulating Value to the Board of Directors

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Challenges of Partner Enablement & Customer Outcomes in Professional Services

pshah@precursive.com (Ash Sawhney, Jonathan Corrie) — Tue, 6 Feb 2024 13:18:54 +0000

Ash Sawhney is the Global Director of Professional Services at Zebra Technologies. His experience lies in the successful leadership of large-scale global programs, optimizing customer satisfaction, driving revenue growth, and enhancing operational efficiency. Ash is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here.

In this episode, host Jonathan Corrie, and Ash discuss the progressive nature of professional services as a function and also not just the delivery but value of SaaS solutions.

Some key highlights include:
- The power of packaging services delivery
- The role and importance of partner enablement
- The changing landscape of customer expectations
- The role of Professional Services in driving better margin for your business

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The Importance of Getting It Right The Second Time in Professional Services

pshah@precursive.com (Vijay Ladwa, Jonathan Corrie) — Wed, 1 Nov 2023 17:57:57 +0000

Vijay started off with a background in Engineering, using his skills to become a Project Manager and move into the world of Professional Services. Vijay is also a Founding member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here.

In this episode, host Jonathan Corrie, and Vijay discuss the value of a diverse career path and how Consulting companies are being impacted by SaaS.

Some key highlights include:
- The challenges of Talent Management
- The evolution and metrics of Consulting
- How getting it right the second time is more important
- The power of a Professional Services Community

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Transforming the future of Consulting Services with James Brown

pshah@precursive.com (James Brown, Jonathan Corrie) — Fri, 29 Sep 2023 09:51:31 +0000

James Brown is a commercial strategy and global pricing expert, specialising in the B2B Services and Retail & Consumer Goods sectors. In this episode he discusses the pricing puzzle faced by consultancies and how they can revolutinize their assessment methods for better monetization with host, Jonathan Corrie.

Some key highlights include:
- Value based pricing for strategy consulting
- Transforming legal and accounting industries with automation
- Reccuring Revenue in Professional Services business
- AI's impact on Time and Cost efficiency

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Unlocking Customer Success with Customer Onboarding

pshah@precursive.com (Saood Shah, Jonathan Corrie) — Wed, 23 Aug 2023 06:35:36 +0000

In this episode, Saood unlocks the power of customer success including the seven laws of customer onboarding with host, Jonathan Corrie.

Some key highlights include:
- The power of effective onboarding and post-onboarding strategies
- Boosting Customer Value in SaaS
- The Key Connection Between Faster Delivery and Revenue Growth
- Success with Strategic Metrics and Continuous Iteration
- The Thrill of Turning Customers into Advocates

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The Power of Productizing Services with Ilan Gendellman

pshah@precursive.com (Ilan Gendellman, Jonathan Corrie) — Tue, 1 Aug 2023 11:53:15 +0000

As an experienced Professional Services (PS) and Customer Success (CS) leader, with a successful track record of building and scaling technical customer-facing organizations, Ilan Gendellman unravels the constantly shifting landscape of PS with host, Jonathan Corrie.

Some key highlights include:

- Why Chaos-Free Operations Drive Performance and Partner Satisfaction
- The Secret Sauce for Customer Success
- Simplify Your Strategy for Subscription Services
- The Key to Selling Enterprise Software
- Key Metrics for an Exceptional Professional Service Organization

Get to know the Services Delivery Alliance (SDA): https://www.servicesdeliveryalliance.com

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The Rise and Shift of Professional Services in SaaS

pshah@precursive.com (Rob Niehaus, Jonathan Corrie) — Tue, 11 Jul 2023 13:10:28 +0000

With a proven history as an executive leader in scaling businesses and delivering customer success, Rob Niehaus brings his tenure of knowledge and experience in Professional Services to this discussion with host, Jonathan Corrie.

Some key learnings include:

- Connect and Convergence of teams with customers
- The value proposition of Services
- The 3 Phases: Necessary, Differentiator, Growth Engine
- Work with a Maturity model and build pillars to articulate and drive continuous value

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Building and Maturing a Professional Services organisation with Layla Selick

pshah@precursive.com (Layla Selick, Jonathan Corrie) — Wed, 17 May 2023 08:27:40 +0000

Layla Selick - VP of Strategic Customer Success at Productboard, speaks with Jonathan about building a Professional Services organization within the company to create, and how efficient or inefficient operations can spell make or break for consulting firms and their clients.

Some key learnings include:

- Understanding hiring profiles for a Professional Services team
- Alignment with GTM: 'Passing the baton' between Services & CS
- Driving faster time-to-value and recurring value for the customer
- Archetype & prototype in the language of your customer base & Industry
- Gearing people around retention

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Productization in Consultancies and Professional Services

pshah@precursive.com (Adam Maze, Jonathan Corrie) — Tue, 28 Mar 2023 09:55:50 +0000

In this podcast episode, guest Adam Maze - Head of Operations at MMT Digital, speaks with Jonathan about the changing landscape in the world of Consulting, and how efficient or inefficient operations can spell make or break for consulting firms and their clients.

Some key learnings include:

- Adam’s three main consulting frameworks to use with current and prospective clients
- How revenue recognition impacts the world of Consulting
- Metrics that matter
- How to encourage efficient operations

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Digital Transformation and the Architecture of Services Delivery in Consulting

pshah@precursive.com (Augusto Negrillo, Jonathan Corrie) — Tue, 29 Nov 2022 10:46:31 +0000

In this episode, guest Augusto Negrillo - Managing Director at Vivero, speaks about transformation in the world of Consulting and the perceptions and expectations of how delivery services should be, some key learnings include:

- Resourcing models: not just local but on a global scale. People become the product you sell.
- Speed of digitalization in Consulting - the need to be agile.
- The impact of and the mindset required to navigate through the Modern SaaS Economy
- Metrics that Matter

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From traditional managed services to modern SaaS services delivery

pshah@precursive.com (Mark Henoch, Jonathan Corrie) — Tue, 8 Nov 2022 14:05:47 +0000

Dubbed the 'Jedi Knight' of Managed Services by our host, Precursive CEO Jonathan Corrie, Mark Henoch's tenure and impact at SimCorp is evident. With 15+ years of experience in product development and services along with being on the advisory board for TSIA (Technology & Services Industry Association).

He delves into the transitioning of a traditional software company to a modern SaaS company, what that means and what sort of mindset recalibration it requires.
Find out:
- The difference between Customer Success & Managed Services
- The pitfalls of maintaining services delivery and how to avoid them
- The complexities of designing, building and implementing services packages based on the business model
- A crowd favourite: The metrics that matter

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Driving Value & Retention While Scaling Customer Success in SaaS

pshah@precursive.com (Mike Osborn, Jonathan Corrie) — Tue, 25 Oct 2022 09:07:43 +0000

Bringing in experience from a variety of different roles and industries, Mike Osborn - VP of Customer Success at Advanced speaks about scaling Customer Success in a multimarket, multiproduct organization while driving outcomes, some key learnings include:

- Stripping back what a CSM actually is. What are they doing to be effective and make an impact for their customer so they get most value.
- Digital Success vs Person Intervention: Service packages as a value add service for the customer
- The importance of correlating a CSMs activities to drive business outcomes
- Metrics that dictate retention, for example time-to-replace & adoption

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Role of Professional Services Operations in Scaling SaaS Companies

pshah@precursive.com (Peter Rubino, Jonathan Corrie) — Tue, 13 Sep 2022 11:23:49 +0000

With a background ranging from Automotives sales to supply chain including working at IBM and SAP to now Head of Services, Global CS at Conga, Peter's experience shows is growth and range of expertise. He delves into Professional Services (PS) Operations 101 for scaling SaaS companies, whether high-velocity or Enterprise.

In this episode, he speaks about:

- Designing and building professional services offerings
- Learnings from a multi-product line company with different service delivery models
- Role of PS operations in scaling SaaS companies

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Lessons Learned in Scaling Professional Services with Joshua Sheldon

pshah@precursive.com (Joshua Sheldon, Jonathan Corrie) — Wed, 13 Jul 2022 14:50:57 +0000

From an elementary school teacher to Sales Manager and Store leader in retail stores, to now a VP of Professional Services & Support, Joshua Sheldon's background in these various disciplines has allowed him to become an innovative business leader with significant experience in developing and implementing strategies based on the needs of the business, employees and customers.

In this episode, he speaks about:

- How does the role of your business model impact the world of services delivery? (e.g. moving from product to platform offering and having both to manage)

- How honing his previous skills of customer service, analytics, innovation and problem-solving helped his transition into the software/high-tech industry.

- How has the world of Professional Services changed in his tenure?

- Planning a transformation of Services Delivery including PS and CS strategy, governance, organization and technology

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Driving Growth while Delivering Continuous Value with David Sakamoto

pshah@precursive.com (Jonathan Corrie) — Tue, 31 May 2022 11:01:04 +0000

David Sakamoto has dedicated 10+ years of his career to continuously delivering value throughout the customer journey. His experience makes him a leader in customer success, transforming businesses and teams, and optimizing delivery of products and services to maximize customer value and propel revenue growth. Currently, he is the VP of Customer Success at Gitlab Inc., leading teams of Solution Architects / Sales Engineering, Professional Services and Technical Account Management / Customer Success Managers.

In this episode, David discusses how to drive the 'growth' stage (ie post-sales), adopting a 'kaizen' attitude of continuous improvement, ownership vs partnership, and the values and culture around the customer journey.

As mentioned, you can find the Gitlab Handbook here: https://about.gitlab.com/handbook/

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The Evolution of Professional Services Delivery with Brad Jacobs

pshah@precursive.com (Jonathan Corrie, Brad Jacobs) — Tue, 3 May 2022 13:49:13 +0000

Brad Jacobs is an experienced leader in the industry with a background in enabling services and support teams to optimize professional services delivery. He is currently the Vice President of Worldwide Professional Services at MongoDB, a leading modern, general-purpose database platform, designed to unleash the power of software and data for developers and the applications they build.

In this episode, Brad speaks about:

- The evolution of Services delivery
- How customer behaviors/demands shape the world of Professional Services?
- Has the shift in the importance of Customer success affected Services organizations?
- SaaS metrics that matter: Traditional vs. Modern

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Welcome to Adulthood: Navigating growth stages as you scale with Nate Bitting

pshah@precursive.com (Jonathan Corrie, Nate Bitting) — Tue, 29 Mar 2022 11:13:55 +0000

Nate Bitting is an experienced leader with a background in operations, strategy, customer success, automation, project and product management. Having built large teams from scratch and developed products from inception to production resulting in millions of dollars of the incremental pipeline. He is currently the Vice President of Customer Services Strategy & Operations at Alteryx.

In this episode, Nate speaks about:
- Building operational capability for Customer Success and Professional Services
- The metrics that matter for modern Customer Success & Services teams
- Convergence in the Outcomes Era
- Customer Operations 101

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The evolution of Customer Success & Revenue in SaaS with Rav Dhaliwal

pshah@precursive.com (Jonathan Corrie, Rav Dhaliwal) — Tue, 15 Feb 2022 13:44:22 +0000

Rav Dhaliwal is an investor and former software executive, with particular experience building, leading & scaling start-ups and business units that drive net revenue retention such as Customer Success, Professional Services & Support). In this episode, Rav speaks about the role of customer success in driving revenue retention and how it works with sales, support and other functions in SaaS organizations, to deliver high-velocity services at scale.

As mentioned in the episode you can download the Customer Onboarding Benchmark report here: https://www.precursive.com/customer-onboarding-report-2021

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Why honesty is the best policy in the Modern SaaS Economy with Dave Kellogg

pshah@precursive.com (Jonathan Corrie, Dave Kellogg) — Tue, 1 Feb 2022 11:58:17 +0000

Dave Kellogg, is a thought-leader, advisor, director, consultant, blogger and currently the EIR at Balderton Capital. Formerly the CEO of Host Analytics, he is known as the SaaS metrics expert. In this episode, Dave shares his insight into the role of Services in scaling SaaS businesses, linking time-to-value to net retention, the 'correct mindset' for successful Professional Services and Customer Success organizations.

Dave is the author of the highly regarded 'Kellblog', where he covers topics ranging from startups, metrics to venture capital and Silicon Valley. Check it out here - https://kellblog.com/

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Himanshu Kapoor | Google

pshah@precursive.com (Jonathan Corrie, Himanshu Kapoor) — Tue, 21 Dec 2021 10:12:32 +0000

Himanshu Kapoor, Customer Success Leader at Google plays a vital role in shaping their Customer Success organization through mentoring, hiring, building service offerings and driving digital transformation. He has a wealth of knowledge in this field having worked in sales, customer experience and professional services at companies such as Cisco, IBM and InfoSys. In this episode, he calls out Customer Success trends he sees coming up in 2022 and its future in the high-velocity services delivery era. A must-listen for all looking to get into the CS space!

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Donna Weber | The Customer Onboarding Expert

pshah@precursive.com (Jonathan Corrie, Donna Weber) — Tue, 7 Dec 2021 12:59:03 +0000

Donna is an expert, author, and speaker who gets to the heart of the matter. She is passionate about helping customers reach their goals, because when customers win, you win. She joins host, Precursive CEO Jonathan Corrie, in this episode discussing insights from decades of experience in the customer success/customer onboarding industry, which are also encased in her book. She shares her advocacy for customer enablement, the 6 steps of orchestrated onboarding, the first steps to onboarding, and also the trends that have been seen.

Check out Donna's book: https://www.donnaweber.com/book
Get a copy of our Customer Onboarding Benchmark Report 2021 : https://www.precursive.com/customer-onboarding-report-2021

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Peter Lyons | Poppulo

pshah@precursive.com (Jonathan Corrie, Peter Lyons) — Tue, 23 Nov 2021 13:16:46 +0000

Peter Lyons, VP of Global Customer Success at Poppulo joined the company in 2019. Since then he has made waves working with the Professional Services and Customer Success teams to deliver success-led outcomes, scale services and grow ARR. In this episode, he shares the meaning of his mantra 'moving the needle', the world of CS Operations and adopting change management and the impact of managed services on retention.

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Kimberly Simms | Planful

pshah@precursive.com (Jonathan Corrie, Kimberly Simms) — Tue, 9 Nov 2021 13:09:21 +0000

Kimberly Simms, Chief Customer Office at Planful, has 20 years in the industry and a background in consultancy firms such as Accenture and IBM. Joining Planful in 2020 Kimberly looks after the professional services, customer success, training and tech support teams, focused on optimizing customer journeys and improving retention. In this episode, she shares her insight into future direction of CS, the building blocks for customer experience, building in change management and the importance of net retention.

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Ozge Tuncel Ozcan | Instabase

pshah@precursive.com (Jonathan Corrie, Ozge Tuncel Onzcan) — Tue, 26 Oct 2021 11:19:11 +0000

Ozge Ozcan is responsible for all customer success functions including Technical Account Management, Product Reliability & Support, Education, Documentation, and Professional Services. She speaks to us about the convergence of Professional Services & Customer Success organizations to optimize customer experience, including the modern metrics that should matter to retain customers.

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Maranda Dziekonski | Swiftly

pshah@precursive.com (Maranda Dziekonski, Jonathan Corrie) — Tue, 5 Oct 2021 10:40:04 +0000

With a career that began with customer service at call centres, Maranda has 20 years of experience in customer-facing roles. She has worked in small and big organizations, of which 11 years have been in the customer success area of the industry, a few of which achieved unicorn status! She speaks to us about the evolving world of customer success, especially in the last couple of years, including nurturing relationships, the metrics that matter and revenue accountability.

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Chris Bunch | CTS

pshah@precursive.com (Chris Bunch, Jonathan Corrie) — Tue, 21 Sep 2021 14:59:33 +0000

With a passion for technology, problem-solving, and 18 years of experience in the consultancy industry, Chris has been involved in ERP software implementation and also helped scale a cloud-computing business 100x. This lead to his role at CTS which he began in 2020. He is now responsible for delivery, scoping, designing and implementing managed services at CTS, bringing together his learnings from previous roles. He shares with us insight into the evolving world of professional services and investing in Customer Success in today's outcomes-led world.

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Amanda Berger | HackerOne

pshah@precursive.com (Jonathan Corrie, Amanda Berger) — Wed, 8 Sep 2021 09:08:50 +0000

With a majority of her background in technology companies, Amanda now manages a team of just under 100 that look after their 1.2M hackers and 1000 customers. Her team manages the online vulnerability of their customers ensuring these submissions are valid and unique and also help them scale with hacker-powered security. Amanda discusses with us the themes of working in a digital environment in the remote reality, mapping the customer journey and delivering customer success by identifying what the customer wants to achieve and aligning to that.

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Phil Davitt | Condeco

pshah@precursive.com (Phil Davitt, Jonathan Corrie) — Tue, 24 Aug 2021 12:59:31 +0000

Phil Davitt began his career in Customer Service dealing with varying B2B/B2C complaints and account escalations and figuring out how customers want to work and talk to businesses. Then moved through some technical roles, then landing his experience at New Voice Media, where the focus on people and customers led to working with some great names in the Customer Success industry and managing the whole post-sales journey. At Condeco, Phil works directly with the Chief Customer Officer, defining strategies and delivering on initiatives to help global customer onboarding. He discusses bringing together sales, customer success, and services teams to deliver customer outcomes and how you can help their business grow. How does you business add value? What are the metrics that matter?

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Matt Berg | SAP Concur

pshah@precursive.com (Matt Berg, Jonathan Corrie) — Tue, 10 Aug 2021 09:04:26 +0000

Matt has over 10 years of experience in the Customer Success industry. At SAP Concur he is responsible for various teams in SAP's CS organization including their onboarding team, a community model of CSMs called Community First - servicing with their smaller/high volume customers, a client success consulting team and a content team. "In Customer Success, in order to have a seat at the table, you need to be selling something or generating revenue". Matt discusses leveraging learnings from his Pharma Sales background to understand and engage customers externally and also get buy-ins internally for new projects/rollouts etc. Especially in the current Outcomes focussed environment with the importance of having a more unified approach for the customer to deliver value quickly and create a better experience.

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David Jackson | TheCustomer.Co

pshah@precursive.com (Jonathan Corrie, Dave Jackson) — Thu, 3 Jun 2021 19:12:07 +0000

Dave Jackson is CEO at TheCustomer.Co and well-renowned author of 'Dynamic Organisations'. He is a recognized expert in the area of customer-focused organizations. He introduced software-as-a-service before it technically existed! A wealth of knowledge, he speaks to us about the good and bad aspects of Customer Success he has seen over the years and what the relationship between CS and Professional Services should be.

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Matt Myszkowski | Cision

pshah@precursive.com (Jonathan Corrie, Matt Myszkowski) — Thu, 29 Apr 2021 05:32:06 +0000

With great depth of experience working in companies such as Autodesk and SAP, and armed with the knowledge of the Customer Success world, Matt discusses the skills and cross-discipline training required by CSMs to show value as quickly as possible to the customer their journey. Spoiler alert - also includes an insightful football analogy!

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Graham Gill | Accent Technologies

pshah@precursive.com (Jonathan Corrie, Graham Gill) — Tue, 30 Mar 2021 11:33:11 +0000

With a keen interest in Project Management, Product Marketing and anything technology related, Graham Gill has evolved into the Customer Success & Services field. Managing all things post-sales - bringing Sales & Marketing together, implementation, support training, customer success and professional services. Graham speaks to us about his approach to services delivery, showing value to the customer to make them superstars and actionable implementation with a self-sustainable model.

Accent is a cloud-based sales enablement company helping customers sharpen sales execution and improve win rates.

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Jon Harrison | Sage

pshah@precursive.com (Jon Harrison, Jonthan Corrie) — Tue, 16 Mar 2021 15:26:52 +0000

Jon grew the Professional Services business at Fairsail prior to it being acquired by Sage. He now looks after all things post-sales for their half-a-million customer base ie Professional Services, customer enablement, customer services and customer success. Their solutions manage accounting, HR, payroll, payments, assets, construction, real estate, and enterprise systems. Jon speaks to us about the symbiotic relationship between Professional Services & Customer Success for SaaS businesses along with outlining the anatomy of a 'world-class' PS organization.

The playbook mentioned in this episode is now available for download here: http://ow.ly/8AoD50E0fww

Sage is the global market leader for technology that helps SMBs perform at their best. It is trusted by millions of customers worldwide to deliver the best cloud technology and support with partners to manage finances, operations, and people

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Steven Tyler | Mitel

pshah@precursive.com (Jonathan Corrie, Steven Tyler) — Tue, 2 Mar 2021 11:01:56 +0000

Steven Tyler, Director of Professional Services at Mitel has a background as a paralegal and a 10-year stint working at Transport For London (TFL) in Strategy, Steven shifted his focus to developing the Professional Services sector at Mitel. He discusses the evolution and key factors to scaling with customers to drive outcomes and value. He leads a team of 60, covering standard and advanced PS - from consultancy, project and program management work to customer software development and integration work. Their portfolio of solutions includes on-premise, hybrid and cloud solutions.

Mitel is a global leader in telecommunications, helping businesses connect, collaborate and take care of customers. Their public, private and hybrid cloud solutions have made them the choice of nearly 4.7 million business users worldwide.

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Erin Siemens | ADP

pshah@precursive.com (Erin Siemens, Jonathan Corrie) — Wed, 3 Feb 2021 09:27:55 +0000

In her initial 7 years, Erin started working with SMBs and moved up to the up-market business segment, covering everything from onboarding, client support through to account management. In the last 2 years, she has helped create and set up a Customer Success organization. They discuss how the growth and change in the CS world, connecting with their own people with culture and ensuring customers are getting ROI, becoming more outcomes-led by amplifying their impact.

ADP is a human capital management technology provider, for employers of all business sizes across multiple segments.

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Phil O'Hagan | Tessian

pshah@precursive.com (Jonathan Corrie, Phil O'Hagan) — Tue, 5 Jan 2021 12:39:56 +0000

Phil runs the Sales Engineering team (sales process with technical legitimacy, the Onboarding & Deployment team (customer getting value + protection) and Technical Operations team (community support, rollout of new tech). With the vision that Tessian is entering the third paradigm of security - The Human Layer, they empower a companies greatest asset, their people, to be the first line of defence against threats eg phishing via email. They discuss themes behind 'customer-centricity' and sharing key aspects that will influence customer success.

"Technology is only as successful as the non-technology process you put around it."
- Phil O'Hagan

Tessian is a platform that automatically predicts and eliminates advanced threats on email caused by human error, with minimal disruption to employees' workflow.

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Pat Phelan | GoCardless

pshah@precursive.com (Jonathan Corrie) — Tue, 8 Dec 2020 08:49:45 +0000

With a background in software development and customer relationship management in the MarTech industry for 10 years incl. the eCommerce and social intelligence fields, Pat made the shift to FinTech with GoCardless. Along with insight on the SaaS evolution, aligning, and growing the customer success model in the company, Pat speaks to us about how the business is aligning their focus in the new normal to optimize their Customer Success model.

GoCardless enables customers to collect payments via a global debit network. It has built a platform designed and optimized for taking invoice, subscriptions, membership and installment payments.

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Alex Farmer | Cognite AS

pshah@precursive.com (Alex Farmer, Jonathan Corrie) — Tue, 24 Nov 2020 10:33:31 +0000

Alex Farmer is a 2021 Top 25 Customer Success Influencer, VP of CS at Cognite and Founder of Customer Success Excellence - The Customer Success Awards. With a great depth and breadth of experience, Alex brings his knowledge in the B2B / SaaS industry to this conversation. He has been on the front-line in terms of implementing software helping customers see how data can do more across their business. He speaks to us about the rise in importance of Customer Success as a function in the now normal remote reality, skillsets required by CSMs, using intuition to work with stakeholders, and contextualizing the issues with value outtake.

Cognite is a global industrial AI Software-as-a-Service (SaaS) company supporting the full-scale digital transformation of heavy-asset industries around the world.

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Saood Shah | Contentful

pshah@precursive.com (Jonathan Corrie, Saood Shah) — Wed, 11 Nov 2020 11:02:40 +0000

Saood Shah is the VP of Customer Success (CS) & Professional Services (PS) at Contentful. With a background in computer science & electrical engineering and a newfound perspective on customer engagement, Saood speaks to us about the evolving world of PS dovetailing with CS, value realization to customers through engagement, leveraging tools and automation and the growing importance of outcomes tracking.

Contentful is the pioneer and market leader in headless content management.

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Sunil Prashara | PMI

pshah@precursive.com (Jonathan Corrie, Sunil Prashara) — Tue, 27 Oct 2020 12:23:39 +0000

Working mainly with telecom, IT and construction companies but also not averse to wider industries, PMI works on turning ideas and proposals into reality. With a diverse background of experiences and a 'regional' mindset, Sunil speaks about methodologies and processes in organizations including how PMOs should be thinking about Project Management and what 'good' looks like. They discuss the various applications of Project Management skills giving organizations the opportunity to transform and execute change.

Project Management Institute is the world's leading not-for-profit professional membership association for the project, program and portfolio management profession.

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Bethany Ayers | Peak

pshah@precursive.com (Jonathan Corrie, Bethany Ayers) — Tue, 13 Oct 2020 14:32:42 +0000

Starting off as the Chief Revenue Officer, Bethany has built and scaled the sales organization to now viewing the customer journey as a whole. Primarily focusing on retail, CPG and manufacturing companies, helping them deliver quick outcomes and expand to other parts of the enterprise, putting AI at the heart of the organizations. They discuss themes emerging from the business operating in a different reality, including the progression & evolution of the role of Customer Success, making customer interactions memorable and being an authentic leader.

Peak AI powers the world’s smartest companies to drive growth, increase profitability, and improve sustainability.

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Richard Cardwell | Infosys

pshah@precursive.com (Richard Cardwell, Jonathan Corrie) — Tue, 29 Sep 2020 14:05:21 +0000

Richard Cardwell, VP - Head of Delivery Midwest Region at Infosys discusses working in the new reality that people and businesses are currently living in. Driving conversations around: - identifying the right people for the right job in the right industry - the idea of a 'skills economy' and 'convenience economy' - the evolution of technology and the Consulting industry - re-skilling, new-skilling or up-skilling.

Check out their mobile learning platform 'Infosys Wingspan': In these unprecedented times, companies have to make sure their workforce remains relevant at all times. Committed to helping companies navigate to the new normal, Infosys Wingspan is collaborating with clients to make sure their employees learn continuously while working remotely - https://www.infosys.com/products-and-platforms/wingspan.html

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Guy Marsh | Shell

pshah@precursive.com (Guy Marsh, Jonathan Corrie) — Tue, 15 Sep 2020 13:38:01 +0000

Guy Marsh as over 12 years of experience in Resource Management, Guy speaks about:
- Resource Management being the fundamental source of information and its key aspects: Demand vs. Capability vs. Availability.
- What makes a good Resource Manager?
- Adding value to the client by having systems and processes in place
- Dynamics of resourcing & staffing in the new Remote Reality
- How AI allows senior stakeholders to make decisions ahead of the curve.

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Kristi Faltorusso | IntelliShift

pshah@precursive.com (Jonathan Corrie, Kristi Faltorusso) — Wed, 9 Sep 2020 14:53:22 +0000

Kristi Faltorusso discusses Transformation Management for CS in the fleet & transportation industry. Are your teams carrying our due diligence before going into meetings with customers? Hear about the impact of identifying the 'voice of the customer' for revenue retention with better processes and engagement that help teams align with customers better to see success faster.

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Brian LaFaille | Google Cloud - Looker

pshah@precursive.com (Brian LaFaille, Jonathan Corrie) — Wed, 9 Sep 2020 14:49:54 +0000

How much of your customer onboarding window are you burning due to inconsistent transitions between teams?
With personal experience in creating and building CS organizations, Brian LaFaille, shares in-depth insight into 'customer marketing', account-based marketing, and leveraging automation to add the value of connection for customers.

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Will Blake | CRU

pshah@precursive.com (Jonathan Corrie, Will Blake) — Wed, 9 Sep 2020 14:45:28 +0000

Will Blake, Director of Technology & Analytics at CRU speaks about transitioning from a publishing background to a digital data business. Listen to how they set up their global subscription business to scale using change management to help support their team and customers in today's 'new normal' and for the future.

CRU offers business intelligence on the global metals, mining and fertilizer industries through market analysis, price assessments, consultancy and events.

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Jay Nathan | Customer Imperative

pshah@precursive.com (Jay Nathan, Jonathan Corrie) — Wed, 9 Sep 2020 14:31:09 +0000

Renowned Customer Success thought-leader, Jay Nathan discusses how B2B / SaaS / tech companies can support & provide value to their customers including:

- The evolution & future of Customer Success
- Providing value and support for businesses to scale
- Playbooks for Change Management & Relationship Tracking

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Mike Dohrmann | Atlantic Technologies

pshah@precursive.com (Jonathan Corrie, Mike Dohrmann) — Wed, 9 Sep 2020 14:17:25 +0000

Atlantic Technologies is an international consulting firm offering digital solutions on the Salesforce platform. Mike Dohrmann, Managing Partner, shares insight on the importance of education, training and communication for an agile workforce.

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Ziv Peled | AppsFlyer

pshah@precursive.com (Ziv Peled, Jonathan Corrie) — Wed, 9 Sep 2020 14:08:57 +0000

AppsFlyer is a global leader in mobile attribution and marketing analytics. Their CCO, Ziv Peled discusses how the shift to working in the new remote reality, nurturing growth, and building value as a company by bringing empathy to Customer Success.

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Nick Mehta | Gainsight

pshah@precursive.com (Jonathan Corrie, Nick Mehta) — Tue, 8 Sep 2020 14:59:24 +0000

Nick Mehta, CEO at Gainsight speaks to us about how businesses can transform their customer's journey with a human-first approach, especially given the move to SaaS / Cloud / Subscription business models.

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Sean Smith | Apperio

pshah@precursive.com (Jonathan Corrie, Sean Smith) — Tue, 8 Sep 2020 14:40:58 +0000

In this episode, Sean Smith, VP of CS at Apperio discusses the impact of today's remote reality and their human-first approach to internal and external communications to achieve Customer Success.

Apperio is an automated legal spend management and analytics tool. It enables in-house lawyers to effortlessly track and analyze legal spend across all their law firms, in real-time, in one place.

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Julian Hannabuss | Procurify

pshah@precursive.com (Julian Hannabuss, Jonathan Corrie) — Fri, 4 Sep 2020 16:01:16 +0000

In these unprecedented times, leading SaaS businesses are focused more than ever on having a human-led approach with their customers and improving the customer journey.

In this first episode of the Precursive Podcast, CEO, Jonathan Corrie, speaks with Julian Hannabuss, Director of Revenue Operations at Procurify, to see how they are functioning in the New Remote Reality.

Procurify’s spend management software helps organizations control spending. Their procurement and purchasing workflows track purchases, set-up fast digital approvals, and manage all the steps of the procure-to-pay process.

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