Wesley A. HayesWest Chester, PA

West Chester, Pennsylvania

Wesley A. Hayes

Global Senior Director, Professional Services and Implementation at Litmos

I build professional services organizations from zero, and turn them into profitable, recurring businesses customers actually renew.

Global Services executive with 20+ years building and transforming technology-enabled organizations across Professional Services, Managed Services, customer onboarding, PMO, support, and enterprise IT.

  • Global Services
  • Professional Services
  • AI-Enabled Delivery
  • Managed Services
  • P and L Leadership
Connect on LinkedIn Email me View career
$2.58MProfessional Services revenue, 2025
+47%Gross margin, up from -35%
$1.9MManaged Services forecast, 2026
150+Concurrent customer projects
Experience and education across
  • Litmos
  • SAP
  • The Institutes
  • Wharton Executive Education
  • Penn State
  • Drexel University

About

About me

I have spent more than 20 years working across professional services, customer success, onboarding, and enterprise IT. At Litmos, I started with no team, no packages, and no pricing after the SAP divestiture, and built the professional services function from scratch.

I believe go-live is a handoff, not a finish line. The value customers get after go-live is where renewals are won, and that is where I focus my teams.

I am based in West Chester, Pennsylvania, and I am completing the Wharton Global C-Suite Program.

Results

Revenue up. Margin turned around. Recurring services built from zero.

The headline numbers from building and leading Professional Services at Litmos, with earlier results at SAP and The Institutes carried in the career history below.

Services revenue growth

+277% growth

Professional Services revenue growth, $683K in 2023 to $2.58M in 2025, with total services revenue forecast for 2026 at Litmos.

The 2026 bar is a forecast, shown hatched. It is total services revenue forecast for 2026 at Litmos.

Gross margin turnaround

Gross margin turnaround in Professional Services, from below zero to strongly positive.

-35% +47% +82 points
Start, -35% Now, +47%

Turned around through packaging, pricing, staffing, and delivery economics.

$1.9MRecurring Managed Services forecast for 2026, built from zero
~$5MCumulative services revenue in three years at Litmos, starting from zero after the SAP divestiture
25%Improvement in time to value for customers
20%Increase in services attach rate
150+Concurrent customer projects supported at Litmos, with organizations led up to 45 people

Growth came from building the full model, not just selling more hours: packages, pricing, governance, staffing, and a recurring Managed Services business alongside project delivery.

What I have done

Professional Services and Customer Success

Two sides of the same work. Build services customers will pay for and run them well, and build the onboarding and success motion that makes customers stay and grow.

Professional Services

Founded, rebuilt, and scaled services organizations at Litmos, SAP, and The Institutes, with direct ownership of revenue, margin, and delivery.

  • Built Litmos Professional Services from zero after the SAP divestiture. No team, packages, pricing, or delivery model inherited. Created the standards, packages, pricing, governance, staffing, and commercial model.
  • Grew revenue from $683K in 2023 to $2.58M in 2025, with about $3.6M total services revenue forecast for 2026. Gross margin moved from -35 percent to +47 percent.
  • Built the Activate and Operate model and tiered implementation by customer complexity. Time to value improved 25 percent and services attach rate rose 20 percent.
  • Built recurring Managed Services from zero, including Managed Admin and Technical Account Manager offerings. Over $1M ARR run rate, with about $1.9M forecast for 2026.
  • At The Institutes, established and led the Professional Services PMO, covering delivery governance, portfolio standards, and resource allocation.
  • At SAP, defined Professional Services objectives and high-touch onboarding standards at global scale.

Customer Success

Led Customer Success directly, and built the onboarding, adoption, and renewal motions that sit alongside it.

  • Vice President, Customer Success, Professional Services and PMO at The Institutes. Led a 45-person organization across Customer Success, Professional Services, Project Management, Compliance, and Service Delivery, with 99 percent customer satisfaction.
  • Global Head of Customer Experience and Onboarding at SAP. Led a 20-member global organization, with a 29 percent increase in customer adoption and a 40 percent improvement in customer outcomes.
  • Partnered with SAP's Global Learning Organization on enablement for Customer Success Managers, and built the High Touch Playbook for consistent, high-value customer engagement.
  • At Litmos, designed Pune-based Renewal Protection and Trial Experience pods, connecting adoption, renewal risk, and paid Managed Services alongside Customer Success.
  • Partners daily with Customer Success, Support, Sales, Product, and Engineering on customer outcomes and executive governance.

Career

Career history

Twenty plus years across SaaS, enterprise software, and professional education, moving from building enterprise IT to leading global services and customer organizations.

Litmos

Jan 2023 to Present

Global role

Global Senior Director, Professional Services and Implementation

Senior Director from July 2026. Owns global delivery across implementation, onboarding, Managed Services, and strategic programs for a global team of about 13, supporting 150+ concurrent customer projects.

  • Built Litmos Professional Services from zero after the SAP divestiture, reaching nearly $5M in cumulative services revenue in three years.
  • Grew Professional Services revenue 277 percent, $683K to $2.58M, with about $3.6M total services revenue forecast for 2026.
  • Turned gross margin from -35 percent to +47 percent through packaging, pricing, staffing, and delivery economics.
  • Built recurring Managed Services from zero to about $1.9M forecast for 2026, including Managed Admin and TAM offerings.
  • Built the Activate and Operate model, improving time to value by 25 percent and attach rate by 20 percent.
  • AI-enabled delivery using Claude, Planhat PSA and Planhat AI, Salesforce, and Gainsight.
  • Designed Pune-based Renewal Protection and Trial Experience pods linking adoption, renewal risk, and paid services.

SAP

Jul 2017 to Jan 2023

Newtown Square, PA

Global Head of Customer Experience and Onboarding, and Global Director / Head of Preferred Success Customer Onboarding

Directed global customer onboarding and experience for SAP, leading a 20-member global organization.

  • Delivered a 29 percent increase in customer adoption and a 40 percent improvement in customer outcomes.
  • Launched the Preferred Success Partner Onboarding Program.
  • Built the High Touch Playbook for high-value customer engagement.
  • Defined Professional Services objectives and high-touch onboarding standards at global scale.
  • Partnered with the Global Learning Organization on enablement for Customer Success Managers.

The Institutes

Nov 2014 to Nov 2016

Malvern, PA

Vice President, Customer Success, Professional Services and PMO

Led a 45-member organization across Customer Success, Professional Services, Project Management, Compliance, and Service Delivery.

  • Established the Professional Services PMO, with delivery governance, portfolio standards, and resource allocation.
  • Shortened time to market by 39 percent.
  • Held 99 percent customer satisfaction across the organization.
  • Grew revenue in the compliance function by 80 percent.
  • Led M and A integration work.

The Institutes

Aug 2001 to Nov 2014

Malvern, PA

Director of Information Technology, Infrastructure, Network and Support

Built and ran the enterprise technology foundation for the organization over 13 years.

  • Built the entire network, server, and desktop infrastructure from the ground up.
  • Deployed Enterasys PoE switching and Aruba enterprise wireless, with an Oracle and VMware environment.
  • Ran the enterprise Help Desk and Service Desk for 10 years on ITIL practices.

Capabilities

What I lead

  • 01Global Services Strategy
  • 02Professional Services
  • 03AI-Enabled Delivery
  • 04Managed Services and Recurring Revenue
  • 05Customer Onboarding and Implementation
  • 06PMO and Portfolio Governance
  • 07Delivery Economics and P and L
  • 08Margin and Utilization Optimization
  • 09Global Delivery and Capacity Planning
  • 10M and A Integration

Writing

Writing and ideas

Wesley writes on LinkedIn about the work, 1 to 2 posts a week, with 2,725 followers. No theory for its own sake, just what building and running services teams actually looks like in practice.

  • 1 to 2 posts a week on LinkedIn
  • 2,725 followers

Building Professional Services From Zero

Starting with no team, packages, or pricing, and building the standards, commercial model, and delivery motion from scratch.

Beyond Go Live

His Activate and Operate model, and why the work after implementation is where customers see real value.

Time to First Value

Getting customers to a first real result faster, and why speed to value shapes adoption and renewal.

AI, Learning and Capability

How AI and learning change delivery work, team capability, and what customers expect from services.

Leading People

Lessons from the field and from family on leading teams, building trust, and doing the work well.

Follow or connect on LinkedIn

Education

Education

MBA

Penn State Great Valley

Bachelor of Science, Communications and Applied Technology

Drexel University

Global C-Suite Program

Wharton Executive Education

In progress, expected February 2027

Testimonials

What colleagues say

Recommendations from people who have worked with Wesley and managed him, from his LinkedIn profile.

During our time together, we worked on growing the professional services revenue from virtually nothing to over $1.5 million in just 12 months. Wes was instrumental in this growth, putting together multiple onboarding packages and creating high-value, one-time services that greatly benefited our customers.

Casey StrattonSr. Manager, Customer Support at Tebra, worked with Wesley on the same team at Litmos.

Wes is a gifted leader with deep experience running Customer Success, Onboarding and Professional Services teams. Wes set clear goals, communicated flawlessly and delivered strong operational performance while receiving high marks from his team.

Tom McKieSVP and Global Head, SAP Foundational Support Services, managed Wesley directly at SAP.

He consistently went above and beyond to ensure our customers received the best possible experience, services and training. His attention to detail and ability to effectively communicate complex ideas made him a valuable member of our team.

Jen JacksonCustomer Care Executive, managed Wesley directly at Litmos (she hired him).

Full recommendations on LinkedIn.

Get in touch

The best way to reach me is on LinkedIn or by email. I am based in West Chester, PA, and my work is global.

LinkedInlinkedin.com/in/wesleyahayes EmailWesleyAHayes@gmail.com LocationWest Chester, PA