Customer Success Manager - Service Desk & Endpoint Engineering

Huron Consulting Services•Chicago, IL

5d•Onsite

About The Position

A Customer Success Manager (CSM) for Service Desk and Endpoint Engineering ensures enterprise clients successfully adopt, optimize, and scale modern workplace tools. You will act as the strategic bridge between executive stakeholders and IT operations. Your primary goal is to maximize platform utilization, minimize employee downtime, and drive high renewal rates for digital workspace solutions.

Requirements

Deep understanding of ITSM frameworks (e.g., ServiceNow, Jira Service Management).
Familiarity with Unified Endpoint Management (UEM) platforms (e.g., Microsoft Intune, VMware Workspace ONE).
Knowledge of OS environments (Windows, macOS), virtual desktops (VDI), and patch management.
Executive Presence: Ability to translate complex endpoint data into clear business value for CIOs and IT Directors.
Data Literacy: Experience analyzing help desk ticket metrics, SLA performance, and device health logs.
Change Management: Proven capability guiding large organizations through internal software transitions.

Nice To Haves

ITIL v4 Foundation / Managing Professional.
Microsoft 365 Certified: Endpoint Administrator Associate.
CompTIA A+ / Network+ / Security+ or equivalent foundational infrastructure knowledge.
Certified Customer Success Manager (CCSM) or similar SaaS success credentials.

Responsibilities

Guide Onboarding: Lead clients through deployment of endpoint management tools and modern service desk frameworks.
Optimize Operations: Analyze service ticket trends to help clients shift from reactive firefighting to proactive automation.
Promote Feature Usage: Educate client IT teams on advanced platform capabilities like self-service portals and automated patching.
Lead Business Reviews: Conduct Quarterly Business Reviews (QBRs) detailing system health, ROI metrics, and operational maturity.
Advocate for Clients: Serve as the client's internal voice, funneling feedback directly to Product and Engineering teams.
Manage Retention: Track health scores to proactively prevent account churn and secure long-term contract renewals.
Improve Employee Experience: Help clients leverage endpoint telemetry to identify and fix device performance bottlenecks early.
Align Frameworks: Assist clients in mapping modern workplace technologies to standard ITIL service management workflows.