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

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 marketHow to shape service offerings and GTM around customer maturityPractical steps to harmonise teams, methodologies, and culture across geographiesLessons learned from multiple M&A integrationsWhy progressive service orgs focus on packaging expertise, not hoursJeroen 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. Follow Precursive:LinkedIn: https://www.linkedin.com/company/precursiveX: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYouTube: https://www.youtube.com/@precursivepsa

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 qualityStephen 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. Follow Precursive:LinkedIn: https://www.linkedin.com/company/precursiveX: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYouTube: http://ow.ly/RPxH50Chv9k

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. // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveX: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

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 ROITransformative Sales Strategies & Executive AlignmentMonetizing Services - Structured Packaging & Clear ScopingCompelling Storytelling for New Software AdoptionChange Management - Setting Realistic Expectations for SuccessJeff is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here. // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveX: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

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 impactHow to enable AEs: Building "arm’s reach" capability and driving FOMO with success storiesReal-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 // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveX: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k 

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 StrategyThe Shift to Subscription-Based ServicesSales & Services Alignment is CriticalPricing & Packaging Must Be Clear & Flexible // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveX: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k 

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// Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveX: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

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.// Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveX: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

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 strategiesPhil is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here.// Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

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.// Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k