Customer Experience Manager

Customer Experience Manager North America (Hybrid; preference for NYC area; some travel required)

Integrated Projects (IPX) is a post‑seed stage spatial‑intelligence company on a mission to improve the world’s buildings by bringing them online—accurately. We turn building scans into accurate BIM & CAD files used by AEC and real‑estate teams across North America and Europe.

IPX combines laser scanning services, BIM modeling, and machine learning to deliver a streamlined way for corporate operators, architects, and builders to get as‑builts  support customers through on‑demand, project‑based engagements while expanding into enterprise subscription programs.

Digitize the built world with construction‑grade accuracy so owners, designers, and operators can make faster, smarter, lower‑risk decisions—at portfolio scale.

We are hiring a Customer Experience Manager to own the customer experience across the entire scan‑to‑BIM lifecycle.

This role is the primary point of contact for customers from project kickoff through delivery and beyond. You will combine client support, project management, and commercial ownership—ensuring projects run smoothly, expectations are clear, and customers are getting maximum value from IPX’s platform and services.

Success in this role requires proactive communication, strong stakeholder management, and the ability to anticipate issues before they become problems—both internally and with clients.

Client Success is a critical bridge between customers and delivery. This role ensures that IPX executes reliably, communicates clearly, and continuously improves the scan‑to‑BIM experience—while working hand‑in‑hand with SCANIT Operations to scale the business.

If you enjoy owning customer outcomes, managing complex stakeholder environments, and building scalable client‑facing systems, we’d love to talk.

• Serve as the primary point of contact for clients throughout the scan‑to‑BIM process
• Set clear expectations at kickoff around scope, timelines, deliverables, and next steps
• Proactively communicate status, risks, changes, and trade‑offs—clients should never be surprised
• Act as the single source of truth for customers throughout delivery
• Build trusted, long‑term relationships with client stakeholders
• Manage multiple client stakeholders with differing priorities and expectations

• Coordinate scan‑to‑BIM projects across Sales, SCANIT Operations, and BIM teams
• Partner closely with the Head of SCANIT Operations to align resourcing, timelines, and execution plans
• Track milestones, dependencies, and risks to ensure on‑time, high‑quality delivery
• Anticipate issues early and work with SCANIT Operations to drive resolution before they impact customers
• Ensure clean handoffs and consistent communication across teams

• Help customers understand how to get the most value from IPX’s services and platform
• Identify upsell and cross‑sell opportunities in partnership with Sales & Customer Success
• Partner closely with Marketing on messaging, pipeline generation, and CRM workflows
• Support renewals, repeat projects, and enterprise program expansion
• Act as a commercial owner for ongoing customer success—not just delivery

• Collect and synthesize customer feedback across projects and accounts
• Share structured customer insights with the SCANIT & BIMIT Operations to improve execution and standards
• Translate client needs and pain points into actionable input for Product, Operations, and Sales
• Advocate for the customer internally while balancing delivery realities and constraints

• Partner with SCANIT & BIMIT Operations to define and improve client‑facing workflows and handoffs
• Help create templates, playbooks, and communication standards that scale
• Track customer health, satisfaction, and engagement signals
• Support the evolution of customer success metrics and reporting

• Customers feel informed, supported, and confident throughout the scan‑to‑BIM process
• Projects are delivered on time, with minimal issues or rework
• Clear, proactive communication…