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San Francisco, California, United States
Hybrid
Substack is building a new economic engine for culture, giving the brightest, most interesting, and most creative people on the internet the power of their own publishing platform. Substack empowers independent writers, artists, videographers, podcasters, and creators of all types to create, share, and make a living off their work through subscriptions, while offering them creative freedom, ownership, and a direct connection to their audiences.
We're looking for a Creator Success Manager to help some of the most interesting writers, journalists, artists, and other creators on Substack build thriving, sustainable businesses. You'll work directly with established and emerging publishers, helping them make the most of Substack's tools, grow their audiences, deepen relationships with their communities, and build successful subscription businesses.
You'll be part of a growing Creator Success team within Substack's Partnerships organization. While our Creator Partnerships team focuses on bringing great new voices to Substack, Creator Success is responsible for helping creators thrive once they're here. You'll build trusted relationships with a portfolio of creators, understand their goals and challenges, and help them unlock opportunities for growth.
This is a highly collaborative, hands-on role at the intersection of culture, technology, media, and business. You’ll work with some of the most compelling independent voices shaping our world, across the ideological spectrum, and help them build lasting businesses on their own terms.
This role reports to the Head of Partnerships and is based in San Francisco or New York.
Build strong creator relationships. Serve as a trusted partner and primary point of contact for a portfolio of Substack creators. Develop a deep understanding of their businesses, ambitions, and challenges, and help them achieve their goals.
Drive creator growth and success. Help creators grow their audiences, convert subscribers into paying customers, improve retention, and develop sustainable publishing businesses. Identify opportunities for growth and provide practical, data-informed guidance.
Deliver proactive account management. Conduct regular check-ins and business reviews with creators, track their progress, anticipate challenges, and develop actionable plans to help them succeed. Ensure creators feel supported, valued, and connected to Substack.
Help creators get the most out of Substack. Develop expertise in Substack's publishing, community, and monetization tools. Help creators understand and adopt new features, identify best practices, and take advantage of opportunities across the platform.
Be a master of the Substack product. Deeply understand how to use Substack to help creators maximize their launch success, develop their media businesses, and use the network to find and convert new audiences. This knowledge will include mastery of Substack’s podcasting and video tools.
Identify and address risks. Monitor creator health and engagement, identify publishers who may be struggling or at risk of leaving, and work proactively to resolve issues and strengthen their businesses.
Champion the creator perspective. Bring insights, feedback, and emerging needs from creators back to Substack's product, engineering, and leadership teams. Help ensure we’re building the best possible platform for independent creators.
Collaborate across teams. Work closely with Creator Partners, Product, Marketing, Support, and other teams to deliver a seamless experience for creators, from launch through long-term growth.
Help build a scalable Creator Success function. Contribute to the processes, playbooks, and systems that will allow Substack to support a growing community of successful publishers. Identify recurring challenges and opportunities to improve how we serve creators.
Experience in relationship management. You have 3–7 years of experience in account management, customer success, creator partnerships, media, or a related field. You’ve managed relationships with external partners and/or demanding creators in a high stakes environment and know how to build trust over time.
Commercial instincts. You understand what makes a subscription or audience-driven business successful. You’re comfortable working with performance data, identifying growth opportunities, and helping partners achieve measurable results.
Exceptional communication skills. You’re a thoughtful listener, clear communicator, and natural relationship-builder. You can work confidently with accomplished creators while making people feel understood and supported.
Proactive and organized. You take ownership of your work, anticipate problems before they arise, and can manage a portfolio of relationships without losing sight of the details. You follow through on commitments and know how to prioritize.
Analytical and resourceful. You’re comfortable using data to understand performance, diagnose problems, and develop practical recommendations. You enjoy solving problems and finding creative ways to help people succeed.
Passion for creators and culture. You care deeply about independent publishing, media, and the creative economy. You’re familiar with Substack as a reader or creator and are excited by the opportunity to help independent voices build sustainable careers.
Entrepreneurial drive. You thrive in a fast-moving environment, enjoy building new processes, and are comfortable with ambiguity. You’re excited to help shape a new function as it grows.
Substack offers a competitive compensation package that includes salary, equity, and exceptional benefits. The salary range for this role is $120,000 - $180,000 with final offers based on experience and expertise.
Substack is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity or transgender status), age, national origin, veteran or disability status. We’re seeking people passionate about enabling independent expression and building a better business model for creators. If you want to see what media, communities, and content can become when unmoored from advertising models, and you have the skills and experience to contribute, we’d love to meet you.
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