CRM Platform Engineer (Customer.io)

Uphold•New York, NY

1d•Hybrid

About The Position

Uphold is looking for a CRM Platform Engineer (Customer.io)/CRM MarTech Manager to take full ownership of Customer.io, the platform used to communicate with millions of customers across email, push, in-app and SMS. This is a technical role focused on the data model, integrations, workflow architecture, and operating standards for scalable customer communication. The role sits between Engineering, Data, Marketing, and Commercial, deciding on platform build and usage. The scope is wide, involving multiple products and regions on shared infrastructure in a highly regulated industry with a large volume of personal data, requiring design for reuse, auditability, and safety.

Requirements

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.
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.

Nice To Haves

Experience in fintech, financial services or another regulated industry.
Familiarity with cryptocurrencies or other digital assets.
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.
Mentorship of others (for senior role).
Public speaking opportunities (for senior role).

Responsibilities

Own the CRM data foundation, including defining and maintaining objects, attributes, events, and identifiers within Customer.io.
Design and maintain data pipelines feeding Customer.io in collaboration with Engineering and Data teams, agreeing on schemas, event contracts, and data freshness.
Implement monitoring and alerting for data quality issues (stale, missing, malformed data).
Architect modular, reusable, and understandable workflows (journeys, triggers, segments) using systems thinking.
Prevent workflow sprawl by establishing naming conventions, versioning, documentation, and deprecation routines.
Design for scale, anticipating volume, message throughput, rate limits, and platform constraints.
Serve multiple products and brands from a single platform, designing for shared and separated components.
Balance consistency with autonomy for product teams.
Manage cross-brand message pressure through global frequency capping, priority rules, and suppression logic.
Translate business objectives into CRM capabilities by partnering with Marketing and Commercial.
Convert commercial goals into concrete data, segmentation, and workflow design with clear trade-offs.
Own and communicate the platform roadmap.
Build for marketing self-sufficiency through templates, reusable components, documented segments, and clear guardrails.
Conduct enablement sessions and maintain practical documentation.
Set guardrails for marketing changes, defining what can be changed freely, needs review, or is locked.
Identify and automate manual, repetitive, or error-prone CRM operations.
Evaluate and implement AI for content generation, send time/channel optimization, segmentation, anomaly detection, and QA.
Measure and reduce the cycle time from business request to live campaign.
Implement data minimization, least privilege access, retention rules, and clear handling standards for personal data.
Maintain the consent, opt-out, and preference model, ensuring consistency across channels and brands.
Support compliance and audit efforts with Security, Privacy, Compliance, and Legal teams.
Build targeting and suppression logic compliant with jurisdictional rules, including mandatory risk warnings and geographic restrictions.
Own the QA process, including test sends, seed lists, rendering checks, link validation, and pre-send review.
Manage deliverability, including domain/IP reputation, authentication (SPF, DKIM, DMARC), warm-up, list hygiene, bounce, and complaint rates.
Define and manage change management processes, including approval gates, no-send windows, rollback procedures, and incident response.
Own experimentation design, holdout groups, and performance reporting in partnership with the Data team.