Open to opportunities

Steve Baker

@stevebaker

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Entrepreneurial eCommerce and Shopify specialist driving revenue, operations, and customer success.

United States

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What I'm looking for

I seek a role combining eCommerce operations and technical customer success where I can improve processes, scale teams, and drive measurable revenue and retention.

I am a detail-oriented tech professional and entrepreneur with a decade-plus focus on eCommerce, SaaS, marketing, and customer support within the Shopify ecosystem.

I founded and scaled FMW Fasteners into a Shopify Plus business, growing eCommerce revenue to $2M, overseeing 20,000+ SKUs, and integrating NetSuite with Shopify to improve operations and customer experience.

I have led distributed systems and support teams—serving as Regional Manager - Systems Engineering and Support Manager—helping drive $60M+ in revenue, launching review programs, and implementing AI-driven automation to reduce repetitive tickets by 20%.

I specialize in translating technical concepts for diverse audiences, building training and onboarding programs, improving adoption and retention, and delivering high-quality customer experiences through robust tooling and process improvements.

Experience

Work history, roles, and key accomplishments

Current

Owner | Ecommerce

Current

FMW Fasteners

Jan 2007 - Present (18 years 8 months)

Founded and scaled FMW Fasteners into a Shopify Plus business, growing eCommerce revenue to $2M, overseeing 20,000+ SKUs and integrating NetSuite with Shopify to improve operations and customer experience.

NetSuite Inventory Management order fulfillment Customer Support SEO Analytics

Support Manager

Archetype Themes

Apr 2017 - Jul 2019 (2 years 3 months)

Built and led a global support team serving Shopify merchants, launched review programs achieving 1,000+ theme reviews, and implemented AI-driven automation that reduced repetitive tickets by 20%.

Support Management Automation)Customer Success Review Generation Training Programs

Regional Manager - Systems Engineering

Symantec

Jan 2006 - Jan 2007 (1 year)

Managed a distributed team of pre-sales systems engineers driving $60M+ in revenue, partnered with sales and services to deliver seamless pre- and post-sale customer experiences and product training to improve adoption and retention.

Pre Sales Engineering Team Leadership Customer Training Solution Architecture Stakeholder Management Technical Presentations

Senior Systems Engineer

BindView

Nov 2004 - Dec 2005 (1 year 1 month)

Led bug triage and authored technical documentation in GitHub, collaborated with product managers to align solutions with customer business goals and streamlined product integrations.

Systems Engineering Technical Documentation Integration Cross Functional Collaboration GitHub

Customer Success Specialist

Style Hatch

Oct 2002 - Jul 2004 (1 year 9 months)

Supported Shopify merchants with front-end theme customization, resolved thousands of tickets, and maintained a 100% positive review rating across 600+ Theme Store reviews while improving adoption and retention.

Customer Support Ticketing Systems Customer Onboarding Troubleshooting Documentation