Marketing Technology Manager, CRM Platform

About the Position

Marketing Technology Manager, CRM Platform

Location: New York, New York (Hybrid)

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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 our public website Transparency Page.

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

To learn more about Uphold, please visit Uphold.

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Job Summary

Uphold is looking for a Marketing Technology Manager, CRM Platform 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.

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Responsibilities

• Own the CRM data foundation

  • Define and maintain the objects, attributes, events, and identifiers that power the platform.
  • Work hand in hand with Engineering and Data to design and maintain the pipelines that feed Customer.io.
  • Put monitoring and alerting in place to catch stale, missing, or malformed data before it reaches a customer.

• Architect workflows that last

  • Build journeys, triggers, and segments that are modular, reusable, and understandable by someone who did not build them.
  • Establish naming conventions, versioning, documentation, and deprecation routines.
  • Design for scale by anticipating volume, message throughput, rate limits, and platform constraints.

• Operate with a multi-product and multi-brand mindset

  • 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 by giving each product team room to move without letting the overall architecture fragment.
  • Manage cross-brand message pressure by owning global frequency capping, priority rules, and suppression logic.

• Translate business objectives into CRM capability

  • Partner with Marketing and Commercial to understand business objectives and decide what the platform needs to look like to support them.
  • Convert commercial goals into concrete data, segmentation, and workflow design, with clear trade-offs and sequencing.
  • Own the roadmap for the platform and communicate it to stakeholders.

• Enable marketing autonomy

  • Create templates, reusable components, documented segments, and clear guardrails so marketing teams can launch routine work without engineering support.
  • Run enablement sessions and maintain practical documentation.
  • Define what marketers can change freely, what needs review, and what is locked.

• Drive automation and AI adoption

  • Identify automation opportunities and remove manual, repetitive, or error-prone steps across the CRM operation.
  • Evaluate and implement AI for content generation, send time and channel optimization, segmentation, anomaly detection, and QA.
  • Measure the cycle time from business request to live campaign and work it down.

• Security and data protection first

  • Apply data minimization, least privilege access, retention rules, and clear handling standards by default.
  • Maintain the consent, opt-out, and preference model and ensure it is respected consistently across every channel and every brand.
  • Work with Security, Privacy, Compliance, and Legal on GDPR, access reviews, vendor risk, and audit evidence.
  • 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

  • Own the QA process, including test sends, seed lists, rendering checks, link validation, and pre-send review.
  • Manage domain and IP reputation, authentication (SPF, DKIM, DMARC), warm-up, list hygiene, bounce, and complaint rates.
  • Define approval gates, no-send windows, rollback procedures, and incident response for communication failures.
  • Own experimentation design, holdout groups, and performance reporting in partnership with the Data team.

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Requirements

• Core 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.
  • 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 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.

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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.

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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.

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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.