Mitch Hetherington
Orlando,FL
Summary
Customer Success professional with a proven track record of achieving company goals through structured, consistent account management. Skilled at thriving under pressure, adapting quickly to change, and building strong client relationships to elevate brand reputation and drive growth.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
CarNow
11.2024 - Current
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Develop and maintain strong relationships with franchise dealers within assigned region successfully managing 150+ accounts
- Expanded book of business by 92% (from 78 to 150 accounts) since November 2021, averaging 26% annual growth through strategic client retention, upselling, and new account acquisition.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Consistently exceeded monthly retention goals by driving customer satisfaction and loyalty, achieving the company’s lowest churn rate and managing its largest book of business
Senior Account Manager
CarNow
02.2024 - 11.2024
- Assist with onboarding and delivery of impact with CarNow product suite
- Led recurring dealer touchpoints and performance reviews, driving improved engagement, retention, and program adoption.
- Utilized CRM system to track account activity, monitor sales pipeline, and analyze account performance for strategic decision-making
- Developed and coached junior account managers, directly supporting team performance and driving revenue growth.
Regional Performance Manager
CarNow
11.2021 - 02.2024
- Worked collaboratively and effectively with the Sales and Client Success team to onboard new clients and maintain long-term customer relationships to drive retention and growth within designated territory
- Performed product consultation and training of CarNow's software solutions
- Provided a trusted partnership for the customer on use-case, best practices
- Developed and monitored key performance indicators (KPIs) to track progress and identify areas for improvement
Tour & Travel Sales Manager
House of Blues, a Live Nation Company
10.2019 - 11.2021
- Orchestrated successful events through collaborative partnerships with clients, ensuring meticulous attention to detail in areas such as Menu Planning, Venue Layout, and Entertainment Selections
- Surpassed both team and personal sales targets, achieving an impressive 101% of the 2020 Q1 Sales Quota
- Streamlined event planning and coordination processes, providing timely and comprehensive information to the Operations Team to ensure seamless execution
Operations Manager
House of Blues, a Live Nation Company
06.2015 - 10.2019
- Offered leadership support to ensure seamless daily operations across restaurant, retail, music hall, and box office areas
- Achieved consistent surpassing of forecasted revenue and effectively managed labor costs as the top-performing venue within the division
- Collaborated cross-functionally with all departments to optimize revenue generation across all venue segments
- Conducted comprehensive interviews across various departments, led new hire onboarding processes, and facilitated orientation sessions
Education
Bachelor of Integrative General Studies -
University of Central Florida
12.2021
Skills
- Data-driven decision making
- Software implementation
- Training and mentoring
- Revenue growth
- Relationship management
- Client onboarding
Certification
Microsoft Office Certified
Timeline
Senior Customer Success Manager
CarNow
11.2024 - Current
Senior Account Manager
CarNow
02.2024 - 11.2024
Regional Performance Manager
CarNow
11.2021 - 02.2024
Tour & Travel Sales Manager
House of Blues, a Live Nation Company
10.2019 - 11.2021
Operations Manager
House of Blues, a Live Nation Company
06.2015 - 10.2019
Bachelor of Integrative General Studies -
University of Central Florida
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