Open to opportunities

Wei User

@weiuser1

Customer Success Manager driving enterprise retention, platform adoption, and expansion for SaaS and ecommerce platforms.

Spain

Message

What I'm looking for

I’m looking for a customer-success role where I can own retention and expansion, lead outcome-focused QBRs, drive platform adoption through structured enablement, and partner cross-functionally to turn merchant insights into growth.

I’m a Senior Customer Success Manager with 4+ years of enterprise customer-facing experience across SaaS and ecommerce, including Shopify Plus, Amazon, Magento, and ShipStation. I’m trusted to own retention, product adoption, and expansion across mid-market and enterprise accounts.

I build advisory relationships with C-suite stakeholders and deliver outcome-focused QBRs that connect customer outcomes to measurable growth. At Shopify, I achieved 0% churn and 1600% of cross-sell targets on a $40M+ EMEA portfolio, earning recognition in Shopify’s 1% President’s Club.

In my current role at ShipStation, I maintain enterprise CSM practice while establishing in Spain—solely owning retention and expansion for the ShipStation UK market and managing ~3,000 merchants across ShipStation UI and API. I drive engagement and adoption through structured outreach, enablement sessions, and legacy plan migration to reduce churn risk.

I collaborate cross-functionally with Product, Engineering, Sales, Support, and Partners to resolve escalations and advocate for merchant needs internally. I also leverage AI tools to streamline merchant communications and improve speed and consistency across large customer books.

Experience

Work history, roles, and key accomplishments

Current

Sr. Customer Success Manager

Current

ShipStation (Auctane Inc.)

Jan 2026 - Present (5 months)

Owned retention and expansion for ShipStation UK (~3,000 merchants) across ShipStation UI and API, driving engagement through structured outreach, enablement sessions, and legacy plan migrations to reduce churn risk. Collaborated with Support, Engineering, and Product on escalations and applied AI tools to streamline merchant communications and outreach drafting.

& Customer Success Product Adoption QBRs Enablement Cross Functional Collaboration

Customer Success Manager

Shopify Inc.

Mar 2024 - Nov 2025 (1 year 8 months)

Delivered 0% churn and 1600% of cross-sell targets on a $40M+ EMEA portfolio, earning recognition in Shopify's 1% President's Club as a top-performing global CSM in 2024. Drove platform adoption and NRR growth through co-authored success plans and outcome-focused QBRs, partnering cross-functionally and using AI tooling to accelerate merchant query resolution, upsell strategy, and QBR preparation.

& Customer Success QBRs Platform Adoption Cross Functional Collaboration Shopify Plus

Account Manager

Threecolts

Oct 2023 - Mar 2024 (5 months)

Managed Panasonic Europe's Amazon portfolio (Retail and Media) across 8+ product categories as primary Account Manager, building C-suite relationships and acting as a strategic advisor on marketplace performance. Led a 3-person team executing Amazon Ads campaigns, delivering performance analysis, optimization recommendations, and ROI reporting.

Amazon Marketplace Management Account Management ROI Reporting Team Leadership Performance Analysis Optimization Marketplace Strategy

Marketplace Consultant Specialist

Flywheel

Mar 2022 - Oct 2023 (1 year 7 months)

Supported Fortune 500 clients (including Procter & Gamble, Bayer, Energizer) optimizing Amazon Vendor operations and improving digital shelf performance across categories and markets. Audited and enhanced product detail pages (content, SEO, imagery, A+ content), contributed to Amazon Ads strategy, and delivered QBRs translating marketplace data into actionable growth recommendations.

Vendor Operations Digital Shelf Optimization SEO A+ Content QBRs Data Analysis

E-commerce Executive

ASUS

Mar 2021 - Mar 2022 (1 year)

Managed ASUS Spain's D2C online store end-to-end across Magento 2, owning the product and promotional lifecycle including SKU setup, pricing, inventory monitoring, and content optimization. Planned and executed major campaigns (Gaming Week, Black Friday, product launches) and coordinated with marketing, logistics, and regional teams while using Jira to troubleshoot site issues and deploy new funct

E Commerce Operations Magento SKU Setups Campaign Planning Jira