VP - ISV Practice

ABOUT PERSISTENT: We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem. Our disruptor’s mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation, leadership, and inclusion. We have delivered 23 sequential quarters of growth with $422.5M in Q3 FY26 revenue, up 4.0% Q-o-Q and 17.3% Y-o-Y growth. Our 26,500+ global team members, located in 18 countries, have been instrumental in helping the market leaders transform their industries. We won the 2025 ISG Star of Excellence™ Award for AI and Data Excellence and were named a Leader in the Everest Group Talent Readiness for Next-generation Data, Analytics and AI Services PE…® Assessment 2025. ISG Star of Excellence 2025 – AI & Data Excellence Award Persistent receives the ISG Star of Excellence™ 2025 AI & Data Excellence Award for enterprise leadership in generative AI, automation, and analytics. About Position: We are seeking ISV Practice with hands on experience in ISV clients, NRR, etc., Role: VP - ISV Practice Location: Bridgewater, NJ or Dallas , Texas Experience: 18+ Years What You'll Do: Strategic Leadership & Post-Sales Vision Define and execute an integrated post-sales strategy across Professional Services, Customer Success, and Support for ISV clients Build a unified customer experience model that maximizes value realization, adoption, and loyalty for SaaS end-customers Develop scalable post-sales offerings tailored to ISV business models (subscription, consumption, perpetual license) Align post-sales strategy with ISV Practice's overall growth objectives and Persistent's company-wide goals Stay current on SaaS industry trends, customer success best practices, and emerging support technologies Professional Services Leadership Lead implementation, integration, and customization services for ISV clients' enterprise customer Develop packaged service offerings, accelerators, and implementation methodologies specific to SaaS deployments Drive time-to-value through efficient onboarding and go-live processes Ensure delivery excellence with strong project governance, quality standards, and margin management Collaborate with ISV partners on joint implementation approaches and co-delivery models Customer Success Management Build and scale a Customer Success function focused on driving adoption, retention, and expansion Establish customer health scoring, early warning systems, and proactive intervention frameworks Own Net Revenue Retention (NRR), Gross Retention, and customer satisfaction metrics (NPS, CSAT) Drive upsell and cross-sell opportunities through deep customer relationships and value demonstration Implement customer success platforms and data-driven approaches to manage customer portfolios at scale Lead Quarterly Business Reviews (QBRs) and executive engagement programs with strategic customers Support & Managed Services Oversee technical support operations including L1/L2/L3 support tiers for ISV products Develop and manage support SLAs, escalation procedures, and incident management processes Build managed services offerings for ongoing application management, monitoring, and optimization Drive support efficiency through automation, self-service enablement, and knowledge management Ensure 24/7 global support coverage leveraging Persistent's delivery centers Revenue Growth & Client Partnership Drive post-sales revenue growth through services expansion, renewals, and new offering development Partner with Sales leadership on deal structuring, scoping, and post-sales handoffs Serve as executive sponsor for strategic ISV accounts, building deep C-level relationships Collaborate with ISV partners to align on joint customer success initiatives and co-investment models Develop reference programs and case studies showcasing customer outcomes Team Building & Operational Excellence Build and lead a high-performing post-sales organization (consultants, CSMs, support engineers, practice leads) Recruit top talent with SaaS/ISV domain expertise and customer-centric mindset Establish career paths, training programs, and certifications for post-sales teams Implement tools and systems (CRM, CS platforms, support ticketing, knowledge bases) for operational efficiency Own P&L for post-sales functions with accountability for revenue, margins, and operational metrics Expertise You'll Bring: 15+ years of experience in Professional Services, Customer Success, Support, or Post-Sales leadership roles 8+ years in senior leadership positions with multi-function post-sales responsibility Significant experience working with or within SaaS companies, ISVs, or software product organizations Proven track record of improving Net Revenue Retention and driving customer outcomes at scale Experience building and scaling post-sales functions from early stage to mature operations Background serving enterprise B2B SaaS customers across industries Bachelor’s degree in engineering, Computer Science, Business Administration, or related field MBA or advanced degree preferred Deep understanding of SaaS business models, subscription economics, and customer lifecycle management Expertise in Customer Success methodologies, health scoring, and retention strategies Strong operational mindset with ability to build scalable processes and leverage technology Exceptional client relationship management and executive communication skills Data-driven decision making with strong analytical capabilities Ability to balance customer advocacy with business objectives and profitability Experience managing global teams across multiple geographies and time zones Prior experience at leading SaaS companies (Salesforce, ServiceNow, Workday, Adobe, etc.) or ISV-focused services firms Experience with Customer Success platforms (Gainsight, Totango, ChurnZero) and support tools (Zendesk, Freshdesk, ServiceNow) Knowledge of cloud platforms (AWS, Azure, GCP) and modern application architectures Experience with AI/ML applications in customer success and support automation Track record of successful partnership with ISVs in co-delivery or channel models Experience in services business M&A integration or practice acquisition Benefits: Competitive salary and benefits package Culture focused on talent development with quarterly promotion cycles and company-sponsored higher education and certifications Opportunity to work with cutting-edge technologies Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards Annual health check-ups Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents Values-Driven, People-Centric & Inclusive Work Environment: Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds. We support hybrid work and flexible hours to fit diverse lifestyles. Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities. If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment Let's unleash your full potential at Persistent - persistent.com/careers "Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."