GTM Operations Lead at Substack

San Francisco, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Media, PublishingIndustries

Requirements

8+ years of experience in GTM operations, marketing operations, customer success, growth strategy, or a related role—ideally within a high-growth startup, media company, or creator-focused platform
Deep expertise in CRM tools, analytics, support platforms, and data-driven decision-making
Strong understanding of creator growth dynamics, including lifecycle marketing, paid acquisition, and product adoption
Proven cross-functional collaboration skills (inferred from role description)

Responsibilities

Work with the COO to define the roadmap, set objectives, and establish creator growth and monetization KPIs
Develop dashboards and accountability systems to track and optimize performance
Analyze creator acquisition, retention, and ARR trends to identify actionable insights
Select and implement tools (e.g., CRM, analytics platforms) to onboard and manage creators efficiently, using AI to drive efficiency across the board
Ensure seamless data flow between CRM, analytics, support, and marketing systems
Maintain clean, structured data to track creator activity and optimize growth levers
Develop and manage high-impact programs to attract and activate top-tier creators
Build tight feedback loops between Product, Partnerships, Support, and Marketing to drive iteration and innovation
Help foster a test-and-learn culture, emphasizing measurability, repeatability, and scale
Own cross-functional growth initiatives to accelerate creator adoption of video, live streaming, podcasts, and community engagement
Lead and scale a world-class customer success and support organization that enables creators to thrive on Substack
Design a modern support system that uses AI and automation to handle common issues, deflect tickets, and proactively surface insights—freeing up human agents to focus on complex creator needs
Build systematic pathways for customer feedback to flow into Product, Partnerships, and Marketing—ensuring real creator needs shape what we build
Champion a mindset of service and excellence, while continuously pushing for innovation in how we support and engage with creators

Skills

GTM Operations

Analytics

Dashboards

KPIs

Lifecycle Marketing

Program Management

Strategy

Substack

Digital publishing platform for subscription-based content

About Substack

Substack is a digital publishing platform that connects writers and readers. It allows creators, such as authors, journalists, and chefs, to share their work through newsletters, blogs, podcasts, and videos. Creators can set their own subscription fees, ranging from $5 to $27 per month, enabling them to earn money directly from their content without relying on traditional publishing or advertising. Substack handles administrative tasks, billing, and technical support, allowing creators to focus on their writing. The platform also helps creators grow their audience, as a significant portion of new subscriptions comes from within the Substack network. Substack earns revenue by taking a percentage of the subscription fees, aligning its success with that of its creators. The goal of Substack is to empower creators to monetize their work while providing the necessary tools for managing and expanding their subscriber base.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$97.5MTotal Funding

ANGELCompany Stage

Consumer Software, EntertainmentIndustries

1,001-5,000Employees

Risks

Enterprise offering may lead to competition with established solutions, straining resources.

Elon Musk's acquisition interest could cause market speculation and investor instability.

Integration with Polymarket may expose Substack to reputational risks and regulatory scrutiny.

Differentiation

Substack empowers creators with a subscription-based model, bypassing traditional revenue streams.

The platform offers built-in marketing, aiding creators in growing their subscriber base.

Substack's tools support diverse content, including newsletters, blogs, podcasts, and videos.

Upsides

Spotify integration broadens podcasters' reach, potentially boosting subscribers and revenue.

Mobile editor launch enhances accessibility, increasing content output and engagement.

Enterprise offering partnership with The Free Press opens new revenue streams for Substack.

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