We9re 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. You9ll work directly with established and emerging publishers, helping them make the most of Substack9s tools, grow their audiences, deepen relationships with their communities, and build successful subscription businesses.
You9ll be part of a growing Creator Success team within Substack9s Partnerships organization. While our Creator Partnerships team focuses on bringing great new voices to Substack, Creator Success is responsible for helping creators thrive once they9re here. You9ll 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. You9ll 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.
Responsibilities
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 Substack9s 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 Substack9s 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 Substack9s product, engineering, and leadership teams. Help ensure we9re 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.
About You
Experience in relationship management. You have 3-7 years of experience in account management, customer success, creator partnerships, media, or a related field. You9ve 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. You9re comfortable working with performance data, identifying growth opportunities, and helping partners achieve measurable results.
Exceptional communication skills. You9re 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. You9re 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. You9re 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. You9re 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.
