In this episode of The Consultant’s Way Podcast, we sit down with Kevin Keene, a veteran in professional services and technology leadership. With over 15 years of experience, Kevin shares hard-earned insights on the evolving role of professional services in SaaS organizations. He unpacks how PS can be more than just a delivery arm—becoming a strategic partner in customer success, upsells, and long-term value.

We explore the importance of strong internal and external handoffs, cross-functional alignment, and building teams that can actually support the strategy leadership claims to want. Kevin breaks down the now-famous three-legged stool analogy, reminding us that sales, services, and support must be balanced to keep the customer relationship steady. He also offers practical advice for PS leaders trying to stay out of the silo, communicate impact to the C-suite, and make a compelling case for investing in team development. If you’ve ever felt like your PS team is doing too much with too little or you're struggling to convince leadership that services is more than just a line item, Kevin’s perspective is a must-hear.

This conversation is smart, candid, and filled with real-world examples any leader can learn from—plus a few baseball takes that will hit home if you’ve ever rooted for a team that breaks your heart.