Sales & Customer Experience Leader 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 PEAK Matrix® Assessment 2025.Post-Sales & Customer Experience Leader-ISV PracticeLocation: Somerset, NJ ; Dallas, Texas or San Jose, California Position Summary:We are seeking an experienced and customer-obsessed leader to head all Post-Sales functions for Persistent's ISV Practice. This executive will own the end-to-end customer journey after deal closure for our SaaS and software product company clients—spanning Professional Services (implementation, integration, customization), Customer Success (adoption, retention, expansion), and Support (technical support, managed services). The ideal candidate will have deep experience working with or within SaaS/ISV companies and understands how to drive customer outcomes, maximize net revenue retention, and build scalable post-sales operations. About the ISV PracticePersistent's ISV Practice partners with Independent Software Vendors (ISVs) and SaaS companies across the technology landscape—from high-growth startups to established software enterprises. We help these companies build, enhance, and scale their products while enabling their customers to derive maximum value. As their customers' success becomes our success, the post-sales function is critical to driving long-term partnerships and growth. Key Roles & Responsibilities Strategic Leadership & Post-Sales VisionDefine and execute an integrated post-sales strategy across Professional Services, Customer Success, and Support for ISV clientsBuild a unified customer experience model that maximizes value realization, adoption, and loyalty for SaaS end-customersDevelop 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 goalsStay current on SaaS industry trends, customer success best practices, and emerging support technologiesProfessional Services LeadershipLead implementation, integration, and customization services for ISV clients' enterprise customersDevelop packaged service offerings, accelerators, and implementation methodologies specific to SaaS deploymentsDrive time-to-value through efficient onboarding and go-live processesEnsure delivery excellence with strong project governance, quality standards, and margin managementCollaborate with ISV partners on joint implementation approaches and co-delivery modelsCustomer Success ManagementBuild and scale a Customer Success function focused on driving adoption, retention, and expansionEstablish customer health scoring, early warning systems, and proactive intervention frameworksOwn Net Revenue Retention (NRR), Gross Retention, and customer satisfaction metrics (NPS, CSAT)Drive upsell and cross-sell opportunities through deep customer relationships and value demonstrationImplement customer success platforms and data-driven approaches to manage customer portfolios at scaleLead Quarterly Business Reviews (QBRs) and executive engagement programs with strategic customersSupport & Managed ServicesOversee technical support operations including L1/L2/L3 support tiers for ISV productsDevelop and manage support SLAs, escalation procedures, and incident management processesBuild managed services offerings for ongoing application management, monitoring, and optimizationDrive support efficiency through automation, self-service enablement, and knowledge managementEnsure 24/7 global support coverage leveraging Persistent's delivery centersRevenue Growth & Client PartnershipDrive post-sales revenue growth through services expansion, renewals, and new offering developmentPartner with Sales leadership on deal structuring, scoping, and post-sales handoffsServe as executive sponsor for strategic ISV accounts, building deep C-level relationshipsCollaborate with ISV partners to align on joint customer success initiatives and co-investment modelsDevelop reference programs and case studies showcasing customer outcomesTeam Building & Operational ExcellenceBuild 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 mindsetEstablish career paths, training programs, and certifications for post-sales teamsImplement tools and systems (CRM, CS platforms, support ticketing, knowledge bases) for operational efficiencyOwn P&L for post-sales functions with accountability for revenue, margins, and operational metrics Required Qualifications Experience15+ years of experience in Professional Services, Customer Success, Support, or Post-Sales leadership roles8+ years in senior leadership positions with multi-function post-sales responsibilitySignificant experience working with or within SaaS companies, ISVs, or software product organizationsProven track record of improving Net Revenue Retention and driving customer outcomes at scaleExperience building and scaling post-sales functions from early stage to mature operationsBackground serving enterprise B2B SaaS customers across industriesEducationBachelor’s degree in engineering, Computer Science, Business Administration, or related fieldMBA or advanced degree preferredSkills & CompetenciesDeep understanding of SaaS business models, subscription economics, and customer lifecycle managementExpertise in Customer Success methodologies, health scoring, and retention strategiesStrong operational mindset with ability to build scalable processes and leverage technologyExceptional client relationship management and executive communication skillsData-driven decision making with strong analytical capabilitiesAbility to balance customer advocacy with business objectives and profitabilityExperience managing global teams across multiple geographies and time zonesPreferred QualificationsPrior experience at leading SaaS companies (Salesforce, ServiceNow, Workday, Adobe, etc.) or ISV-focused services firmsExperience with Customer Success platforms (Gainsight, Totango, ChurnZero) and support tools (Zendesk, Freshdesk, ServiceNow)Knowledge of cloud platforms (AWS, Azure, GCP) and modern application architecturesExperience with AI/ML applications in customer success and support automationTrack record of successful partnership with ISVs in co-delivery or channel modelsExperience in services business M&A integration or practice acquisitionOur company fosters a values-driven and people-centric work environment that enables our employees to: Accelerate growth, both professionally and personallyImpact the world in powerful, positive ways, using the latest technologiesEnjoy collaborative innovation, with diversity and work-life wellbeing at the coreUnlock global opportunities to work and learn with the industry’s best Let’s unleash your full potential at Persistent !