[Hiring] Lead - Customer Growth @Freehand

Role Description

This role is that build. 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.

What You'll Own

• Executive relationship & account strategy: Be the single-threaded owner of the post-go-live relationship for a portfolio of flagship F100 accounts (in the vein of 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: Because this remit doesn't fully exist yet, you'll spend real time defining it — what to measure, how to sequence expansion conversations, what "great" looks like 90 days after go-live versus 12 months in — and turning that into a repeatable model other future hires can run.

Qualifications

• 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 — in the mold of the director-level operators Freehand hires across every function — not a large-team management job. You'll be measured on outcomes you personally drive, not headcount you manage.

Benefits

• Take what you need Vacation Policy
• Full health coverage (with multiple gold-standard carriers across medical, dental & vision)
• Life Insurance and Disability benefits
• HSA/FSA Access
• 401(k) with a 4% Employer Match
• Fully-paid Parental Leave