StoreHero
Customer Success & Implementation Lead
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Who We Are
StoreHero helps DTC brands grow profit through better data. More than 750 brands connect Shopify, Meta, Google, Klaviyo, and the rest of their stack to StoreHero.
We turn that data into one trustworthy answer to the question every operator asks and hates guessing at: What should my team actually do today, and what will it do to margin?
And then we make sure someone real is accountable for acting on it.
Our founders came at this problem from opposite ends of the same frustration. Thomas grew up inside a family ecommerce business trying to answer "are we actually making money on this?" long before anyone called it contribution margin. He then spent close to four years at Shopify, consulting for some of the largest brands in EMEA, and saw teams with serious budgets and headcount hit the exact same wall.
Karl spent years building and running a digital marketing agency, watching brands and agencies alike make decisions based on numbers nobody could fully stand behind.
They didn't set out to build an "AI company." They set out to fix the fact that most ecommerce data tells you what happened, but nobody tells you what to do about it. AI is simply the first tool good enough to make that fixable at scale.
We work with fast-growing DTC brands across Europe and North America, and increasingly with the agencies running point on their marketing. We're not here to replace those agencies. We're here to make their work provably profitable.
How We Operate
We're a small team by design, and we're deliberately transitioning from founder-led intensity to something more systematic. That means we need people who set their own pace, not people who need to be pointed at their next task.
- Diagnose before you build. Nobody gets a recommendation, automation, or "AI agent" pointed at their business until we've quantified the actual cost of the problem in euros or dollars. If you can't put a number on the pain, you haven't found it yet.
- Own the number. Every account, metric, and commitment has one name attached to it. If it's yours, you know the trend and the "why" without being asked. And if it's off track, you're the first person to say so, not the last.
- Judgment over templates. We don't win by having a bigger prompt library or a longer connector list than the next platform. We win because a real person with real judgment is accountable for the outcome. Playbooks make you faster; they don't make the decision for you.
- Say it straight. We want people who challenge us, not people who wait to be told what to do. A stuck deal, quiet client or broken process is fine. Hiding it isn't.
- Use what you sell. We're pro-AI, not AI for its own sake. If you're going to sit across from a CMO and talk credibly about what automation can do for their business, you need to already be running your own work that way, not learning it live on their dime.
- Win with the agency, not around it. Where an agency already owns the client relationship, your job is to make them look good to their client, not to route around them. That channel is a partner, not competition.
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What You Will Do
- You'll own a portfolio of implementation accounts end to end. This isn't a support queue; it's a real book of business with your name on it.
- Run discovery like a diagnostic, not a demo: understand what a team actually does all day, where the manual bottlenecks are, and what they're worth in hard numbers before proposing anything.
- Scope and deliver a bounded implementation, with a defined go-live, clear owners, and specific dates, rather than open-ended "AI transformations" that expand to fill the calendar.
- Build a reusable version of what you learn from every engagement. Each account should make the next one faster to deliver, not just prove you can do it once.
- Work the existing customer base for genuine upsell opportunity. These accounts already trust us; your job is to identify where StoreHero can solve a bigger problem than the one they're currently paying us to solve.
- Talk to clients about AI and automation constantly, but lead with the decision it removes and the margin behind it, never the mechanism. If you catch yourself pitching "AI" before the outcome, that's the tell you're doing it wrong here.
- Feed what you see in the field back into the product. You won't own the roadmap, but you'll shape it more directly than you would in most companies this size.
- Push back on clients when they're asking for the wrong thing, professionally and directly. Validating a bad plan isn't the job.
What You Bring
- You've spent real time owning client relationships in a B2B, SaaS or agency context, ideally where the client cared about revenue and margin, not ticket counts or NPS. You understand what a stalled implementation or missed renewal actually costs, not just that it looks bad on a dashboard.
- DTC, ecommerce, or agency experience is a real advantage. If you've run an ecommerce operation, worked agency-side for DTC brands, or sold into them, you'll be credible with a client in week one rather than month three.
- You're comfortable in front of a founder or CFO. You can hold your own in a room where someone is pushing back, and you can disagree productively without needing to win the argument to be useful.
- You're technical enough to be dangerous, not to write code. You should be able to look at a broken data sync and have a real hypothesis about whether it's a connector problem or a modelling problem. You should also be comfortable enough with margin, CAC, and contribution-margin maths to catch a number that looks wrong before a client acts on it.
- You already use AI to run your own work, and you can prove it. This is non-negotiable. Tell us about a specific workflow you've actually rebuilt: what it cost you before, what broke the first time you automated it, and what you changed. "I use ChatGPT to tidy up my notes" doesn't count.
- You default to a plan. An owner and a date, every time, without being asked for one.
- You're comfortable that the playbook doesn't exist yet. We're building this function as we go. You'll be handed real problems and real trust, not a finished process.
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You'll Thrive Here If
- You'd rather ship a rough version of something this week and fix it next week than wait a month to get it right.
- An account or problem with no clear owner reads to you as an opening, not someone else's job.
- You're comfortable saying "I don't know yet, here's how I'll find out" to both us and a client.
- You want to be measured on a number you can point to, not on activity.
This Is Probably Not the Right Fit If
- You need a mature playbook, a stable set of accounts, and a clear escalation path to do your best work.
Those are completely reasonable things to want from a job. We're just not there yet, and we'd rather tell you now than have you discover it in month two.
How We Hire
- We're a small, founder-led team right now, so expect to actually talk to Thomas and Karl, not just recruiters.
- A real conversation about what you've actually done, what you're looking for, and whether the fit is real on both sides.
- A live scenario, not a take-home: we'll work through a real account or discovery situation together so you can show us how you think, not how you present.
- Time with both founders: you're joining a six-person team, so you should meet the people you're actually going to work with before you decide.
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