Customer Success Manager - Service Desk & Endpoint Engineering

Benefits

Additional Information

Huron is redefining what a global consulting organization can be. Advancing new ideas every day to build even stronger clients, individuals and communities. We're helping our clients find new ways to drive growth, enhance business performance and sustain leadership in the markets they serve. And, we're developing strategies and implementing solutions that enable the transformative change they need to own their future. As a member of the Huron corporate team, you'll help to evolve our business model to stay ahead of market forces, industry trends and client needs. Our accounting, finance, human resources, IT, legal, marketing and facilities management professionals work collaboratively to support Huron's collective strategies and enable real transformation to produce sustainable business results. Join our team and create your future. 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. Core Responsibilities 1. Driving Platform Adoption & Strategy 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. 2. Performance & Relationship Management 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. 3. Technical & Operational Advisory 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. Required Skills & Qualifications Technical Acumen 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. Professional & Soft Skills 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. Preferred Certifications 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. The estimated base salary for this job is $120,000 - $165,000 USD. The range represents a good faith estimate of the range that Huron reasonably expects to pay for this job at the time of the job posting. The actual salary paid to an individual will vary based on multiple factors, including but not limited to specific skills or certifications, years of experience, market changes, and required travel. This job is also eligible to participate in Huron's annual incentive compensation program, which reflects Huron's pay for performance philosophy. Inclusive of annual incentive compensation opportunity, the total estimated compensation range for this job is $138,000 - $206,250 USD. The job is also eligible to participate in Huron's benefit plans which include medical, dental and vision coverage and other wellness programs. The salary range information provided is in accordance with applicable state and local laws regarding salary transparency that are currently in effect and may be implemented in the future. #LI-Onsite #LI-CL1 Position Level Manager Country United States of America