CRM Platform Engineer (Customer.io)

About Uphold

Uphold is a financial technology company that believes on-chain services are the future of finance. We provide modern infrastructure for on-chain payments, banking and investments. Offering Consumer Services, Business Services and Institutional Trading, Uphold makes pioneering financial services easy and trusted for millions of customers in more than 140 countries.

Uphold integrates with over 30 trading venues, including centralized and decentralized    exchanges, to deliver superior liquidity and optimal execution. Uphold never loans out customer assets and is always 100% reserved. The company pioneered radical transparency and uniquely publishes its assets and liabilities every 30 seconds on a public website (Transparency Page).

Uphold strips away the complexity to open up Web3 finance for everyone.

To learn more about Uphold, please visit https://uphold.com.

Job Summary

Uphold is looking for a CRM Platform Engineer (Customer.io)/CRM MarTech Manager to take full ownership of Customer.io, the platform we use to communicate with millions of customers across email, push, in-app and SMS.

This is a technical role, not a campaign execution role. You will own the data model, the integrations, the workflow architecture and the operating standards that make customer communication possible at scale. You will sit between Engineering, Data, Marketing and Commercial, and you will be the person who decides how the platform is built and how it is used.

The scope is wide. Uphold runs multiple products and regions on shared infrastructure, in a highly regulated industry, with a large volume of personal data. Getting this right means designing for reuse, for auditability and for safety, not just for the next campaign.

What you’ll be doing primarily

Own the CRM data foundation

• Own the data layer inside Customer.io: Define and maintain the objects, attributes, events and identifiers that power the platform. Segmentation quality is a direct function of data quality, so this is the core of the role.
• Work hand in hand with Engineering and Data: Design and maintain the pipelines that feed Customer.io. Agree on schemas, event contracts and data freshness requirements, and hold the line when they drift.
• Guarantee freshness and correctness: Put monitoring and alerting in place so that stale, missing or malformed data is caught before it reaches a customer, not after.

Architect workflows that last

• Apply systems thinking to campaign design: Build journeys, triggers and segments that are modular, reusable and understandable by someone who did not build them.
• Prevent workflow sprawl: Establish naming conventions, versioning, documentation and deprecation routines. Retire what is no longer used. Treat the CRM workspace as a codebase, not a folder of one off campaigns.
• Design for scale: Anticipate volume, message throughput, rate limits and platform constraints before they become production issues.

Operate with a multi product and multi brand mindset

• Serve several products and brands from one platform: Design workspace structure, data models and templates so that Wallet, Topper, Enterprise and future brands share what should be shared and separate what must be separated.
• Balance consistency with autonomy: Give each product team room to move without letting the overall architecture fragment.
• Manage cross brand message pressure: Own global frequency capping, priority rules and suppression logic so customers receive a coherent experience across products.

Translate business objectives into CRM capability

• Partner with Marketing and Commercial: Understand what the business is trying to achieve, then decide what the platform needs to look like to support it. Push back when a request is better solved a different way.
• Turn requirements into architecture: Convert commercial goals into concrete data, segmentation and workflow design, with clear trade offs and sequencing.
• Own the roadmap for the platform: Maintain a prioritised view of platform work and communicate it to stakeholders.

Enable marketing autonomy

• Build for self sufficiency: Create templates, reusable components, documented segments and clear guardrails so marketing teams can launch routine work without engineering support.
• Train and document: Run enablement sessions and maintain practical documentation. Success is measured by how much the teams can do without you, not by how much depends on you.
• Set the guardrails: Define what marketers can change freely, what needs review, and what is locked. Make the safe path the easy path.

Drive automation and AI adoption

• Identify automation opportunities: Look for manual, repetitive or error prone steps across the CRM operation and remove them.
• Apply AI where it earns its place: Evaluate and implement AI for content generation, send time and channel optimisation, segmentation, anomaly detection and QA. Be pragmatic about where it adds value and where it does not.
• Keep improving the operation: Measure the cycle time from business request to live campaign, and work it down.

Security and data protection first

• Treat personal data with care: This is a PII heavy environment. Apply data minimisation, least privilege access, retention rules and clear handling standards by default.
• Own consent and preferences: Maintain the consent, opt out and preference model, and make sure it is respected consistently across every channel and every brand.
• Support compliance and audit: Work with Security, Privacy, Compliance and Legal on GDPR, access reviews, vendor risk and audit evidence. Be able to explain who received what, when, and on what basis.
• Respect jurisdictional rules: Uphold operates under multiple regulatory regimes. Build the targeting and suppression logic that keeps communications compliant by market, including mandatory risk warnings and geographic restrictions on financial promotions.

Protect quality at the customer touchpoint

• Be detail and quality obsessed: Every message is a direct customer touchpoint and a reflection of the brand. Own the QA process, including test sends, seed lists, rendering checks, link validation and pre send review.
• Own deliverability: Manage domain and IP reputation, authentication (SPF, DKIM, DMARC), warm up, list hygiene, bounce and complaint rates. Deliverability is an engineering problem, and it belongs to this role.
• Run change management: Define approval gates, no send windows, rollback procedures and incident response for communication failures.
• Measure and improve: Own experimentation design, holdout groups and performance reporting, in partnership with the Data team.

Required Qualifications and Skills

• BS or advanced degree in Computer Science, Software Engineering or equivalent practical experience.
• 4+ years of experience in the field, with meaningful time spent owning a marketing automation, CRM or customer engagement platform in a technical capacity.
• Hands-on experience with Customer.io, or a comparable platform such as Braze, Iterable, Klaviyo or Salesforce Marketing Cloud, at an architecture and administration level rather than campaign execution only.
• Strong SQL and comfort working with data warehouses and modern data pipelines.
• Solid understanding of REST APIs, webhooks, event driven data models and identity resolution.
• Working knowledge of templating languages such as Liquid, plus HTML, CSS and JavaScript for email and in-app content.
• Demonstrated systems thinking: the ability to design maintainable, scalable structures rather than solve each request in isolation.
• Experience working with personal data under a security and privacy first approach, including consent management and GDPR.
• Ability to explain complex technical concepts clearly to both technical and non technical audiences.
• Comfortable working across functions with Marketing, Commercial, Product, Data and Engineering.
• Strong sense of ownership, accountability and attention to detail.
• Fluent written and oral English.
  

Salary: $150K + Bonus, Benefits 

Bonus if you have

• Experience in fintech, financial services or another regulated industry.
• Familiarity with cryptocurrencies or other digital assets, as they are core to our business.
• Experience running CRM across multiple products or brands from a single platform.
• Experience with Customer Data Platforms and reverse ETL tooling.
• Experience with Snowflake, dbt or similar modern data stack tooling.
• Practical experience applying AI tooling to marketing or CRM operations.
• Deep email deliverability experience, including reputation management and remediation.
• Experience integrating mobile SDKs for push and in-app messaging.
• Community talks, certifications, and/or blog posts on your interests and research.
• Open source project contributions of any kind.

Importantly, if you are looking for a senior role with us, you will have achieved many of the things above while also providing mentorship to others, and have engaged in public speaking opportunities.

What We Offer

• Innovation and Impact: Contribute to pioneering projects in a dynamic and challenging environment.
• Competitive Compensation: Performance bonuses, and comprehensive benefits on top of a competitive salary.
• Strong Company Culture: Thrive in a supportive, collegiate environment with values of integrity, teamwork, accountability, and excellence.
• Global Collaboration: Participate in regular updates, strategy sessions, and networking opportunities across the group.
• Development Opportunities: Access training and mentorship programs.
• Flexibility: Enjoy options to work from home, other locations, or adjust your hours.
• Inclusive Environment: Value and respect diverse perspectives.

Our Benefits

• Annual bonus program based on individual, team and company performance.
• Generous PTO, healthcare, and employee assistance programs.
• Engaging events and celebrations.
• Well-stocked office kitchen with a foodie culture.

Join us to grow, innovate, and contribute meaningfully. Be part of our talented team!

Visit our careers page for more exciting opportunities, if this role isn’t the perfect fit.

EEOC Employer

We're proud to be an Equal Opportunity Employer and we celebrate our employees' differences, including race, color, religion, gender identity, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, and any other protected classes. Difference makes us stronger and better - together.