Technical Success Manager

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Who We Are 

Legato Security is an information security firm founded upon the belief that every organization has the right to keep its data private and secure. Our mission is to build close partnerships with our clients, serving them not as just a vendor, but as trusted advisors helping to build effective, proactive plans. Our focus is always on both the technical and human elements within an organization. We believe in comprehensive strategies designed to harden networks, deflect attackers, and rapidly recover from any accidents. As technology progresses, so do our tactics, ensuring our experts are always prepared to serve forward-looking leaders eager to stay ahead of emerging threats. 

Position Overview 

As the Technical Success Manager, you will be responsible for the entire client lifecycle, leading the successful deployment of our cybersecurity solutions and maintaining long-term client relationships. This role requires a unique blend of technical knowledge, project management expertise, and relationship management to ensure smooth implementations while facilitating ongoing renewals and growth. You will serve as a trusted advisor, working cross-functionally with SOC analysts, security engineers, sales staff, and leadership. This is an opportunity to join a fast-growing startup with the potential to excel and grow the company’s overall customer success and implementation programs.

Specific Job Responsibilities 

Maintain a full schedule of meetings for new customer onboarding, regular check-ins, renewal discussions, and project updates.

Perform regular client outreach to inform them of potential problems, product updates, or new service offerings

Maintain a positive and collaborative relationship with customers, ensuring that client security requirements and alignment needs are met

Act as a primary liaison between technical staff and customers

Maintain advanced knowledge of all Legato Security products and managed services, including software resale, managed security services, and professional services engagements

Maintain current knowledge of threats, attack methods, and security technologies through ongoing training and education.

Provide troubleshooting and support when needed regarding existing or new security tools and solutions

Lead the deployment of cybersecurity solutions, ensuring project deadlines are met by working with technical staff and addressing any delays or changes

Write technical reports for assessments, best practice recommendations, or other required project deliverables with input from the technical staff  

Ensure that customer’s security requirements are met

Interface with engineers, and analysts to explain client requests and align needed solutions 

Gather requirements for service developments and enhancements based on customer requests 

Travel to prospects and customers for on-site meetings as needed (~5%)

Develop progress reports, Client Delivery Reports, and quarterly review data for presentation to customers on a regular basis 

Interact closely with Channel Partners in support of joint-customer initiatives

 Qualifications 

Required Qualifications: 

Bachelor’s degree or comparable industry experience in technology, project management, or customer success

Must have excellent written and verbal communication skills. 

Strong understanding of IT infrastructure, information security, and compliance controls

Proven experience with leading client meetings 

Proven experience with preparing client reports 

Comfortable interacting with clients as well as all levels of internal staff members

Excellent organizational skills are required

Preferred Qualifications: 

Experience working for an MSSP is highly desirable

Technical writing skills are highly desirable 

Perks 

·       Start-up company in a growth phase with opportunity for advancement based on performance 

·       Start-up culture with an office in downtown Salt Lake City, UT 

·       Competitive medical and dental benefits for employee and family members 

·       Other company-provided benefits such as short-term disability, basic life insurance, children’s orthodontia, with additional voluntary benefits available 

·       Flexible Paid Time Off policy 

·       Professional Development opportunities specific to role