Open to opportunities

Hayden Mitchell

@haydenmitchell

Customer Success and Implementation Specialist who accelerates onboarding, retains clients, and grows revenue in e-commerce logistics SaaS.

United States

Message

What I'm looking for

I’m looking for a customer-focused role where I can own onboarding and integrations, partner cross-functionally, and use data to improve retention, compliance, and go-live speed—turning complexity into measurable customer success.

I’m a results-driven Customer Success and Implementation professional with 6+ years of experience in e-commerce SaaS and logistics. I turn complex onboarding into seamless experiences—cutting go-live timelines to as fast as 24 hours—and I’m known for building long-term client relationships that drive retention and revenue growth.

In my most recent role, I led onboarding and implementation for enterprise accounts at BUKU Shipping, managing integrations with Shopify, ShipStation, ShipHero, Extensiv, and major carrier systems. I also managed a team of 4 implementation specialists, redesigning onboarding playbooks and internal handoff processes to improve outcomes and maintain near-zero churn across my book of business.

Earlier, I ranked #1 in new account acquisition for ~2 years as an Account Executive, generating $150,000+ in monthly recurring revenue from a personally closed portfolio. I’m also a founding team member with hands-on experience as a Customer Service Manager & Data Analyst—building support and data infrastructure, auditing shipping data, and creating custom rate card models to help sales win deals.

Experience

Work history, roles, and key accomplishments

Current

Adjunct Instructor

Current

Davis Technical College

Feb 2025 - Present (1 year 4 months)

Serves as an adjunct instructor teaching vocational courses and adapting curriculum for diverse learning environments. Works to foster engagement among non-traditional learners through structured instruction and course delivery.

Vocational Education Lesson planning Business Technology Student Engagement

Onboarding & Implementation Specialist

BUKU Shipping

Sep 2023 - Feb 2025 (1 year 5 months)

Led enterprise onboarding and integrations for Shopify, ShipStation, ShipHero, Extensiv, and carrier systems, reducing go-live time to as fast as 24 hours. Managed a team of 4 implementation specialists and served as strategic contact for retention and upsells, including launches of international features (321, HS codes, USMCA) to improve compliance accuracy.

SaaS Onboarding Shopify ShipStation ShipHero Extensiv Carrier Integrations International Compliance Client Retention Stakeholder Management

Account Executive

BUKU Shipping

Oct 2021 - Aug 2023 (1 year 10 months)

Ranked #1 in new account acquisition for ~2 years and generated $150,000+ in monthly recurring revenue from a personally closed portfolio. Added ~2 new clients per month, won deals through consultative logistics pricing, and handled escalation issues with an SLA under 24 hours.

Account Management SaaS Sales Logistics Consulting Shipping Cost Modeling International Customs Guidance Escalation Management Partnership Development

Customer Service Manager & Data Analyst

BUKU Shipping

Jan 2019 - Sep 2021 (2 years 8 months)

Founding team member helping build customer support and data operations; managed support for 300+ active clients (up to 50 tickets/day) using HubSpot Service Hub. Analyzed PLD and shipping data to identify cost drivers, built rate card models for personalized pricing, negotiated carrier contracts, and helped reduce client shipping costs.

Customer Support Data Analysis PLD Reporting

Adjunct Instructor

Davis Technical College

Oct 2018 - Feb 2019 (4 months)

Taught vocational courses in Business Technology, Web/Graphic Design, and skilled trades while adapting curriculum to diverse, non-traditional learners. Focused on lesson planning and engagement to support student success.

Business Technology Web Design Lesson planning Student Engagement

Education

Degrees, certifications, and relevant coursework

University of Utah - David Eccles School of Business

Bachelor of Science, Communication

Earned a BS in Communication with a Strategic Communication emphasis from the University of Utah (David Eccles School of Business), completed in May 2018.