VP - ISV Practice

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
• Job Type: Full Time Employment

• 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
• 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

• 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
• Stro…