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

Job Summary

Uphold is looking for a CRM Platform Engineer (Customer.io)/CRM Mar Tech 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  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…