Mitchell Harnett
Customer Success @ Lace AI | Revenue Automation and AI Agents for the Trades
- Role
- Customer Success Manager at Lace
- Location
- San Francisco, CA, US
- LinkedIn followers
- 500 followers
About Mitchell Harnett
I am a seasoned Customer Success and Account Management professional with 8+ years of experience in SaaS, education technology, and enterprise client support. Recognized for demonstrating a natural aptitude for building scalable engagement strategies, as well as for creating onboarding frameworks and relationship-based upselling models, I have a verifiable history of driving business growth and retention across mission-driven and product-led organizations. Professional focal points include customer lifecycle management, onboarding design, success planning, stakeholder communication, program implementation, and pipeline development. Delivering superior outcomes in these areas requires effective communication, deep empathy for customer needs, strong organizational skills, project leadership, and business intelligence to anticipate client needs and deliver on their goals.Currently, I serve as a Sr. Customer Success Manager (Scale) with Docker, where I helped launch and structure the new Scale CSM team and deliver over 50+ high-impact onboarding sessions. I also led adoption and engagement campaigns that resulted in 6 key accounts moving from zero to full product adoption in under 60 days. Prior to this, I worked with Moogsoft to engage Fortune prospects through strategic outbound campaigns, and at Study.com, I managed $1M in ARR across 16 key partners and launched the impactful Working Scholars initiative. Colleagues describe me as driven, people-focused, creative, and data-informed—a leader who thrives in fast-paced environments and can be counted on to bring structure, care, and clarity to complex customer journeys.I’m always open to connecting with past colleagues, hiring managers, and professionals interested in high-impact customer success strategies. Feel free to message me directly here on LinkedIn to connect.
Experience
Customer Success Manager
Jun 2025 — Present · Mountain View, CA, US
2nd Customer Success Hire-Leading 1:many training programs and enablement initiatives that elevate user adoption, accelerate onboarding, and improve customer ROI-Managing a diverse portfolio of 100+ customers, building trusted relationships that drive retention and long-term growth-Identifying and executing upsell and expansion opportunities by aligning product capabilities with evolving customer goals-Collaborating cross-functionally with Product, Marketing, and Sales to enhance the customer journey and shape the future of Lace.ai and the home services industry
Education
West Valley College
Associate of Arts - AA, Communications and Marketing
2010 — 2014
Thomas Edison State University
Bachelor of Science - BS, Business Administration and Management, General
2016 — 2020
Skills
- Specialized Equipment
- Communication
- Film Editing
- Live Events
- Gopro
- Organization Skills
- Receptionist Duties
- Customer Satisfaction
- Customer Experience
- Mobile Applications
- Digital Marketing
- Bicycle Repair
- Negotiation
- Appointment Scheduling
- Passionate About Work
- Mechanics
- Microsoft Word
- Public Speaking
- Google Earth
- Bicycle & Pedestrian Planning
- Final Cut Pro
- Mountain Biking
- Craft Beer
- Marketing Communications
- Non-Profit Leadership
- Event Planning
- Powerpoint
- Advertising
- Networking
- Sports Marketing
- Physical Education
- Community Outreach
- Bicycle Planning
- Sports Coaching
- Nonprofits
- Sponsorship
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