Customer Experience Manager

Integrated Projects; Wilmington (DE); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Equity

Health, dental, and vision coverage

Unlimited paid time off

Hardware & home office stipend

Professional development budget

Flexible work with NYC hub access

Job summary

Integrated Projects is seeking a Customer Experience Manager to own the customer experience across the entire scan-to-BIM lifecycle. You will be the primary point of contact from kickoff through delivery, combining client support, project management, and commercial ownership to ensure projects run smoothly and customers are getting maximum value from IPX’s platform and services.

Success relies on proactive communication, strong stakeholder management, and the ability to anticipate issues in

Qualifications

• Experience managing multiple internal and external stakeholders simultaneously.
• Proactive communication and strong stakeholder management.
• Ability to own customer outcomes and drive cross-functional alignment.
• Experience in project management across the scan-to-BIM lifecycle.
• Commercial ownership with upsell/cross-sell awareness.

Responsibilities

• Own the customer relationship as the primary point of contact throughout the scan-to-BIM process.
• Set kickoff scopes, timelines, deliverables, and next steps; communicate status and risks.
• Coordinate across Sales, SCANIT Operations, and BIM teams for end-to-end delivery.
• Identify upsell and cross-sell opportunities with Sales & Customer Success.
• Partner with Marketing on messaging, CRM workflows, and enterprise renewals.
• Act as the voice of the customer, translating needs into actionable input for Product, Operations, and Sales.

Skills

Ownership & follow-through

Communication

Stakeholder management

Organized & detail-oriented

Setting expectations

Customer-focused

Ambiguity management

Tools

CRM workflows

Job description

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-state 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 Mission

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

The Role

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.

What You’ll Do

Own the Customer Relationship

• 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

Manage Projects End-to-End

• 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

Drive Adoption and Expansion

• 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

Be the Voice of the Customer

• 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

Build Customer Experience Systems

• Partner with SCANIT & BIMIT Operations to define and improve client-fac e 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

What Success Looks Like

• 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 with both clients and internal teams
• Clear alignment between Sales, Marketing, Product, and Delivery
• Customer Experience operates as a repeatable system, not reactive support
• Tight alignment between Client Success and SCANIT Operations

Who You Are

• A proactive operator with strong ownership and follow-through
• Highly communicative and comfortable driving clarity in ambiguous situations
• Experienced managing multiple internal and external stakeholders simultaneously
• Organized, detail-oriented, and calm under pressure
• Comfortable setting expectations, saying “no” when needed, and navigating trade-< /li>
• Motivated by delivering excellent customer outcomes—not just resolving tickets
• Comfortable operating at the intersection of customer experience and operations

Nice to Have

• Experience selling into AEC, construction technology, reality capture, or digital twin platforms
• Familiarity with scan-to-BIM workflows, point clouds, or digital twin concepts
• Experience supporting enterprise or multi-site customers
• Background in customer success, implementation, project management, or account management

Compensation & Benefits

• Competitive base salary + equity (we want owners with a stake in our mission).
• Comprehensive health, dental, and vision coverage.
• Unlimited paid time off
• Hardware & 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.