Senior Manager, Information Technology - Customer.io

Role Overview

Customer.io is seeking a hands-on and strategic Senior Manager of Information Technology to lead and scale our internal technology operations. Reporting to the VP of Operations, you will oversee IT infrastructure, manage internal systems, and ensure a secure, reliable, and efficient tech environment for our globally distributed team.

This is a player-coach role. You will lead a small, high-impact team (IT Manager and IT Support Specialist) while remaining close to the work, solving problems, and optimizing performance.

What You’ll Do

• Lead IT Operations: Manage day-to-day IT operations, ensuring a high-quality experience for employees in a distributed environment.
• Team Leadership: Mentor and develop your IT team, providing guidance, prioritization, and hands-on support.
• Cross-Functional Partnership: Collaborate with Engineering, People, Legal, and Finance to support onboarding, tooling, access, and security.
• Process Improvement: Drive improvements in identity management, device management, and SaaS tooling.
• Compliance & Security: Maintain compliance and security practices (e.g., SOC 2, ISO 27001) in partnership with internal stakeholders.
• Scalability: Identify inefficiencies and implement scalable solutions to improve speed, consistency, and user experience.
• Operational Rhythm: Establish clear operating rhythms, including SLAs, ticketing workflows, and documentation.

What We’re Looking For

• 7+ years of experience in IT, including leadership or mentoring experience.
• Strong player-coach mindset: comfortable leading while staying hands-on.
• Experience in high-growth or startup environments.
• Proficiency with modern IT systems (IDP, MDM, EDR, VPN, DLP) and SaaS environments.
• Experience with compliance and security frameworks (SOC 2, ISO 27001).
• Strong operational instincts and ability to manage competing demands.
• Excellent communication skills for a remote, asynchronous environment.

Compensation & Benefits

We believe in transparency. The salary for this role ranges from $158,000 to $216,000 USD depending on experience and location zone.

• Comprehensive Insurance: 100% coverage of medical, dental, vision, mental health, and supplemental insurance for you and your family.
• Time Off: Unlimited PTO and 16 weeks of paid parental leave.
• Support: Stipends for remote work and wellness, plus a professional development budget.