GTM Operations Lead, Substack
$190-225k
+ Equity
Platform for writers & podcasters
Job no longer available
Platform for writers & podcasters
1001+ employees
Job no longer available
$190-225k
+ Equity
1001+ employees
Company mission
To give thinkers, writers, and creatives the opportunity to pursue their curiosity and make money at the same time.
Role
Who you are
- 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 project management skills—ability to coordinate across teams and drive initiatives forward
- Experience managing and mentoring a team, with a track record of developing talent and driving results
- Strong analytical mindset, with experience building dashboards, setting KPIs, and identifying growth opportunities
- Deep familiarity with the creator economy and how digital-first talent engages with video, audio, community features, and subscriptions
- Passion for Substack’s mission to empower creators with ownership, independence, and financial success
What the job involves
- We’re hiring a GTM Operations Lead to build the systems and data-informed workflows that drive creator success on Substack
- This role sits at the intersection of strategy, analytics, and program management–owning the operational tools, insights, and frameworks that power acquisition, revenue growth, and world-class support for creators (and their communities)
- You’ll be the glue across teams to ensure seamless execution of key initiatives such as creator acquisition and retention programs, product adoption campaigns, and building AI-powered processes that help us build high-touch relationships at scale
- You’ll also work with leaders across the team to foster a test-and-learn culture, emphasizing measurability, repeatability, and scale
- This is a highly cross-functional role—you’ll collaborate with the COO, Partnerships, Communications, Product, Support, and Data teams to support initiatives like lifecycle marketing, vertical launches, new feature rollouts, and experimentation with new GTM approaches
- You’ll report directly to the COO
- The ideal candidate is both a systems thinker and a hands-on operator who thrives in a fast-moving, high-growth environment
- Creator Strategy, Analytics & Insights
- 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
- Tools & Systems
- 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
- Program & Process Management
- 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
- Customer Success & Support
- 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
Our take
Substack is an online platform for journalists and writers to manage subscription-based newsletters. Substack has attracted a range of writers and publishers who wish to connect with their audiences while being removed from social media and other ad-based models.
For an industry that has seen a steady decline in its fortunes since the rise of digital, Substack offers journalism an alternative to the advertising-driven clickbait-focused model that has dominated the last decade. Substack has amassed more than 35 million subscribers.
The subscription newsletter space is a competitive market, but Substack claims to provide greater freedom to writers than its competitors. Writers produce their newsletters on the site for free, charging an optional subscription fee (minimum of $5/month) of which Substack takes 10%. The company continues to seek out ways to diversify its offerings, whilst securing funding rounds to expand its reach.
Steph
Company Specialist at Welcome to the Jungle
Insights
62% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Nov 2024
$10m
ANGEL
Apr 2023
$7.8m
LATE VC
Total funding: $100.3m
Company benefits
- Remote work support - All employees receive a generous allowance to customize their home offices
- Comprehensive health care - Substack covers 100% of premiums for employees and their dependents, and fully funds HRA plans
- Parental leave - We want employees to be fully present for the new members of their family, so we offer generous parental leave
- Flexible vacation and paid time off - You’re the best person to decide when you need a day—or a week—off to travel or decompress. Our flexible vacation policy puts you in control
- Company holidays and Winter shutdown - In addition to flexible time off, we honor 12 paid holidays annually on average. And we close the office between Christmas Eve and New Year's day to recharge each year
- Phone & internet stipends - Many of our employees work from home or on the go. So we offer full time employees a monthly stipend to cover for phone and internet costs
Company HQ
The East Cut, San Francisco, CA
Leadership
Chris Best
(CEO & Co-Founder)After several software internships, they co-founded Kik Interactive in 2009, serving as CTO until 2017. At this stage, they founded Substack, and have served as CEO ever since.
Hamish McKenzie
(Chief Writing Officer & Co-Founder)Previously a journalist for several publications include The Independent and Time Out. Lead Writer for Tesla and Editorial Advisor to Kik Interactive.
Salary benchmarks
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