Lead - Customer Growth

Location: San Francisco | Employment Type: Full time | Department: Post Sales

About the role

You will be the senior, advisory layer that sits above tactical implementation—the person who looks past the problem a customer hired us to solve, figures out what they're actually trying to achieve, and architects the path to get Freehand there. There is no playbook for this yet. You will write it, in partnership with a ~100-person team that has deliberately stayed lean, moves fast, and expects you to own outcomes end-to-end—not just flag them.

Responsibilities

• Executive relationship & account strategy. Be the single-threaded owner of the post-go-live relationship for a portfolio of flagship F100 accounts (e.g., Apple, Meta, J&J, Pfizer, P&G)—accountable for the outcomes they see.
• Land-to-expand strategy. Go beyond the category a customer bought us for (typically logistics AP) to map the full breadth of spend they're carrying—direct materials, warehousing & 3PL, services, MRO, trade & compliance—and build the case, with data, for where Freehand should expand next.
• Value realization & ROI storytelling. Translate agent performance—credits secured, cycle times cut, exceptions resolved autonomously—into a business narrative that resonates with CFOs, CPOs, and supply chain executives. Own renewal and expansion revenue for your accounts.
• Cross-functional influence. Sit close enough to product and engineering to shape what gets built next, and bring real customer signal back into the roadmap.
• Building the playbook. Define what to measure, how to sequence expansion conversations, and what "great" looks like 90 days after go-live versus 12 months in—and turn that into a repeatable model other future hires can run.

Requirements

• First-principles problem solver. You've operated where the system doesn't exist yet—where you have to build the plane while flying it, and you're still accountable for the outcome. Consulting, banking, or operating roles inside ambiguous, high-stakes engagements are common paths here.
• Domain fluency. You've spent meaningful time in supply chain, logistics, procurement, or a comparably complex operating environment, and you can hold your own in a room with a customer's VP of Supply Chain or CFO.
• Energized by hard problems, with people. You do your best work pulling a room of smart, differently-skilled people toward a shared answer—you'd rather be one of several people solving something hard together than the sole owner of something easy.
• Honest about the edges of your own knowledge. You can say "I don't know, here's what I need from you to figure it out" to a client and mean it—and you're just as comfortable saying it internally.
• Builder, not just a manager. This is a senior, largely individual-contributor build role—not a large-team management job. You'll be measured on outcomes you personally drive, not headcount you manage.

About the company

Freehand's AI agents replace the human decision-making and coordination layer that sits above enterprise software—handling the analysis, negotiation, prioritization, and execution that previously required armies of logisticians or supply chain professionals. Our customers include Apple, Meta, GE, Pfizer, J&J, Schlumberger, Cardinal Health, and Unilever. We're a Series C company with ~100 people across the US and India, remote and travel-first.

We run on five core operating principles:

• Context Before Confidence. We get in, ask questions, connect the dots ourselves, and move fast. No passengers, no hand-holding.
• Decisions, not Recommendations. Freehand folks decide, they don't present options. You'll have real autonomy and real accountability.
• High Agency, High Trust. We won't manage you closely or ask you to escalate every call. Act, share your reasoning, and course-correct when needed.
• Accountability is the Product. When something goes wrong—and it will—we name it, learn from it, and move on. No politics, no cover. Just fix it.
• The Work That Remains is the Work That Matters. We actively cut low-value work. What lands on your plate is there because it matters—and can only be done by you.

Benefits

• Take-what-you-need vacation policy
• Full health coverage (medical, dental, and vision with multiple gold-standard carriers)
• Life insurance and disability benefits
• HSA/FSA access
• 401(k) with a 4% employer match
• Fully-paid parental leave
• Monthly home-internet cost coverage
• Quarterly fully-paid trips to Office Hubs for cross-functional team interaction