Customer Experience Manager

Customer Experience ManagerNorth 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 at scale. We support customers through on‐demand, project‐based engagements while expanding into enterprise subscription programs.Our MissionDigitize the built world with construction‐grade accuracy so owners, designers, and operators can make faster, smarter, lower‐risk decisions—at portfolio scale.The RoleWe 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.What You'll DoOwn the Customer RelationshipServe as the primary point of contact for clients throughout the scan‐to‐BIM processSet clear expectations at kickoff around scope, timelines, deliverables, and next stepsProactively communicate status, risks, changes, and trade‐offs—clients should never be surprisedAct as the single source of truth for customers throughout deliveryBuild trusted, long‐term relationships with client stakeholdersManage multiple client stakeholders with differing priorities and expectationsManage Projects End‐to‐EndCoordinate scan‐to‐BIM projects across Sales, SCANIT Operations, and BIM teamsPartner closely with the Head of SCANIT Operations to align resourcing, timelines, and execution plansTrack milestones, dependencies, and risks to ensure on‐time, high‐quality deliveryAnticipate issues early and work with SCANIT Operations to drive resolution before they impact customersEnsure clean handoffs and consistent communication across teamsDrive Adoption and ExpansionHelp customers understand how to get the most value from IPX's services and platformIdentify upsell and cross‐sell opportunities in partnership with Sales & Customer SuccessPartner closely with Marketing on messaging, pipeline generation, and CRM workflowsSupport renewals, repeat projects, and enterprise program expansionAct as a commercial owner for ongoing customer success—not just deliveryBe the Voice of the CustomerCollect and synthesize customer feedback across projects and accountsShare structured customer insights with the SCANIT & BIMIT Operations to improve execution and standardsTranslate client needs and pain points into actionable input for Product, Operations, and SalesAdvocate for the customer internally while balancing delivery realities and constraintsBuild Customer Experience SystemsPartner with SCANIT & BIMIT Operations to define and improve client‐facing workflows and handoffsHelp create templates, playbooks, and communication standards that scaleTrack customer health, satisfaction, and engagement signalsSupport the evolution of customer success metrics and reportingWhat Success Looks LikeCustomers feel informed, supported, and confident throughout the scan‐to‐BIM processProjects are delivered on time, with minimal issues or reworkClear, proactive communication with both clients and internal teamsClear alignment between Sales, Marketing, Product, and DeliveryCustomer Experience operates as a repeatable system, not reactive supportTight alignment between Client Success and SCANIT OperationsWho You AreA proactive operator with strong ownership and follow‐throughHighly communicative and comfortable driving clarity in ambiguous situationsExperienced managing multiple internal and external stakeholders simultaneouslyOrganized, detail‐oriented, and calm under pressureComfortable setting expectations, saying "no" when needed, and navigating trade‐offsMotivated by delivering excellent customer outcomes—not just resolving ticketsComfortable operating at the intersection of customer experience and operationsNice to HaveExperience selling into AEC, construction technology, reality capture, or digital twin platformsFamiliarity with scan‐to‐BIM workflows, point clouds, or digital twin conceptsExperience supporting enterprise or multi‐site customersBackground in customer success, implementation, project management, or account managementCompensation & BenefitsCompetitive base salary + equity (we want owners with a stake in our mission).Comprehensive health, dental, and vision coverage.Unlimited paid time offHardware & home office stipend; professional development budget.Flexible work with NYC hub access for in‐person collaboration.If you enjoy building systems, proactively owning execution, and turning operational complexity into clarity, we'd love to talk.#J-18808-Ljbffr