Customer Success Manager - Lark & Technology Solutions

GD Express; Petaling Jaya; On-site; MYR 60,000 - 100,000; Full time

Job summary

GD Xchange Sdn Bhd is seeking a Customer Success Manager to lead relationships with key customers and drive value adoption across Lark and other technology solutions. You will coordinate with sales, engineering, and partners to deliver tailored solutions and ensure strong, long-term partnerships.

The role focuses on onboarding, adoption, and maximizing customer value from Lark, while progressively expanding knowledge across GD Xchange's broader tech portfolio.

Qualifications

• Diploma or degree in Information Technology, Computer Science, Business, Digital Technology, or a related field.
• Experience with Lark is preferred.
• Lark certification(s) will be an added advantage.
• Experience in customer success, account management, solution consulting, business development, IT services, or a technology-related role is an advantage.
• Good understanding of business processes and the ability to translate customer requirements into practical technology solutions.

Responsibilities

• Serve as the primary point of contact for assigned customers and build strong, long-term relationships.
• Understand customers' business needs, challenges, and technology objectives.
• Drive customer onboarding, adoption, engagement, and satisfaction.
• Conduct regular customer engagement and identify opportunities to enhance the value delivered to customers.
• Proactively identify customer needs and recommend appropriate technology solutions.
• Work closely with internal sales, technical, and external partner teams to ensure a smooth customer experience.
• Support customers in the adoption and effective utilisation of Lark and its capabilities.
• Gather customer feedback and communicate requirements or enhancement opportunities to the relevant teams.
• Stay updated on Lark product developments, features, and best practices.
• Develop knowledge across GD Xchange Sdn Bhd's broader technology portfolio through training and hands-on exposure.
• Progressively support customers across different technology domains.
• Identify opportunities where multiple technology solutions can be combined to address broader customer requirements.
• Collaborate with internal sales, technical and external partner teams to develop suitable solutions for customers.
• Identify upselling and cross-selling opportunities based on customer requirements.
• Support sales and solution teams in customer presentations, demonstrations, proposals, and solution discussions.
• Develop opportunities to expand existing customer relationships and solution adoption.
• Contribute towards customer retention, revenue growth, and business development objectives.
• Participate in customer engagement activities, technology events, and solution briefings.

Skills

Customer success

Account management

Solution consulting

Business development

Education

Diploma or Bachelor in IT/CS/Business

Job description

Customer Success Manager - Lark & Technology Solutions

We are looking for a Customer Success Manager - Lark & Technology Solutions to join GD Xchange Sdn Bhd, the technology arm of GDEX group. GD Xchange Sdn Bhd delivers end-to-end technology capabilities across supply chain and e-commerce solutions, cybersecurity solutions, cloud subscriptions, workspace solutions, smart devices, and connectivity solutions.

The role will initially focus on Lark, supporting customers in adopting and maximizing the value of Lark's collaboration, productivity, and business management capabilities. You will work closely with customers to understand their business needs, drive solution adoption, and build strong, long-term relationships.

As our technology portfolio continues to grow, this role also provides an opportunity to develop cross-domain technology expertise. With structured training and exposure, you will progressively gain experience across other technology areas such as cloud, business intelligence and analytics, AI and AI-agent solutions, cybersecurity, automation, connectivity, and other digital solutions.

Job Responsibilities

Customer Success & Relationship Management

Serve as the primary point of contact for assigned customers and build strong, long-term relationships.

Understand customers' business needs, challenges, and technology objectives.

Drive customer onboarding, adoption, engagement, and satisfaction.

Conduct regular customer engagement and identify opportunities to enhance the value delivered to customers.

Proactively identify customer needs and recommend appropriate technology solutions.

Work closely with internal sales, technical, and external partner teams to ensure a smooth customer experience.

Lark Solution Management

Support customers in the adoption and effective utilisation of Lark and its capabilities.

Understand customer workflows and identify opportunities to improve productivity and business processes through Lark.

Guide customers in exploring relevant Lark features, integrations, automation, and collaboration capabilities.

Support product demonstrations, customer discussions, and solution briefings where required.

Gather customer feedback and communicate requirements or enhancement opportunities to the relevant teams.

Stay updated on Lark product developments, features, and best practices.

Technology Solutions & Cross-Domain Development

Develop knowledge across GD Xchange Sdn Bhd's broader technology portfolio through training and hands-on exposure.

Progressively support customers across different technology domains.

Identify opportunities where multiple technology solutions can be combined to address broader customer requirements.

Collaborate with internal sales, technical and external partner teams to develop suitable solutions for customers.

Business Growth & Commercial Opportunities

Identify upselling and cross-selling opportunities based on customer requirements.

Support sales and solution teams in customer presentations, demonstrations, proposals, and solution discussions.

Develop opportunities to expand existing customer relationships and solution adoption.

Contribute towards customer retention, revenue growth, and business development objectives.

Participate in customer engagement activities, technology events, and solution briefings.

Requirements & Qualifications

Diploma or Degree in Information Technology, Computer Science, Business, Digital Technology, or a related field.

Experience with Lark is preferred.

Lark certification(s) will be an added advantage.

Experience in customer success, account management, solution consulting, business development, IT services, or a technology-related role is an advantage.

Good understanding of business processes and the ability to translate customer requirements into practical technology solutions.

Strong communication, presentation, interpersonal, and relationship-building skills.

Customer-oriented with a proactive and consultative approach.

Strong willingness to learn and develop across multiple technology domains.

Comfortable engaging with both business users and technical teams.

Supported by robust technology infrastructure and digital platforms, GDEX offers express courier service, international shipping, and warehouse fulfilment. GDEX has recently diversified into IT services and solutions.

Established in 1997, GDEX is a homegrown company that has expanded regionally to Singapore, Indonesia, and Vietnam. Today, GDEX includes smart retail solutions (Xilnex), ecommerce & app development (Sweetmag), and cybersecurity solutions (Anon Security).

With this ecosystem, GDEX provides digital business solutions, leveraging our comprehensive logistics network to serve businesses and communities. We do not just deliver shipments, but also mobilise businesses across the region

What can I earn as a Customer Success Manager