Customer Success Specialist
Location: Caringbah, NSW (Head Office)
Reports To: Customer Experience Manager
About PAL Lighting
PAL Lighting is a global leader in premium LED lighting and water feature solutions for the swimming pool, landscape, and architectural industries. With operations across Australia, the USA, and Asia, we pride ourselves on innovation, exceptional customer service, and building long-term partnerships with our customers.
Why Join PAL?
At PAL, you'll join a growing global business committed to innovation, quality and outstanding customer service. We invest in our people and provide opportunities for professional growth both in Australia and internationally.
Position Overview:
The Customer Success Specialist is responsible for driving customer satisfaction, retention, revenue growth, and long-term customer loyalty across PAL's B2B and B2C customer base.
You will build:
• Strong customer relationships
• Identify & drive growth opportunities
• Ensure maximum value gained from our suite of products and services
You will also support inbound customer enquiries, order processing, and account management activities as required. We are seeking a motivated, results-driven professional with a passion for customer success, sales, and delivering exceptional customer experiences.
Key Responsibilities:
Customer Success & Retention
• Build trusted customer relationships that drive satisfaction, retention, and loyalty (B2B & B2C)
• Proactively manage customer health, identify risks, and deliver positive outcomes
Account Growth
• Identify opportunities to grow existing accounts through upselling, cross-selling, and customer advocacy
• Support retention and revenue growth targets
Customer Support & Operations
• Deliver responsive customer support, resolve issues, and ensure a seamless customer experience when needed
• Process orders, maintain account information, and uphold data accuracy
Onboarding & Adoption
• Successfully onboard new customers and help them maximise value from PAL's products and services
• Provide product guidance, education, and best-practice recommendations
Customer Insights & Continuous Improvement
• Capture customer feedback and identify trends, opportunities, and areas for improvement
• Collaborate across the business to enhance customer and commercial outcomes
Managing Up & Strategic Contribution
• Work closely with the CX Manager to identify priorities, risks, and opportunities across the customer journey
• Provide proactive recommendations supported by customer insights and operational data
• Escalate issues early, communicate roadblocks, and contribute to strategic decision-making
• Take ownership of initiatives and support continuous improvement across the CX function
CRM & Performance Excellence
• Maintain accurate CRM records and customer engagement activities
• Monitor key success metrics and contribute to process improvements
Key Performance Indicators (KPI’s):
• Customer Satisfaction (CSAT/NPS) scores
• Customer Retention
• Revenue Growth
• Customer Advocacy
• Customer Adoption & Engagement
• Process Improvement & Innovation
• Managing up & Strategic Contribution
• Ownership & Accountability
• CRM & operational Excellence
Skills & Experience:
• 2+ years in Customer Success or Internal Sales
• Commercially minded with a focus on customer growth and retention
• Experience using CRM platforms (HubSpot preferred)
• Self-motivated, organised, and capable of managing multiple priorities
• Comfortable operating in a fast-paced, growing business supporting both B2B and B2C customers
• Pool, lighting, electrical or construction industry experience is advantageous
Personal Attributes:
• Customer-first mindset
• Positive, resilient, and adaptable
• Takes ownership and accountability for outcomes
• Confident to challenge the status quo and push boundaries with sound judgement
• Embraces mistakes as learning opportunities and continuously improves
• Open to constructive feedback, 360 feedback and committed to personal growth
• Proactive, solutions-focused, and self-motivated
• High attention to detail and commitment to quality
• Collaborative team player with strong relationship-building skills
What Success Looks Like:
• Develop strong product knowledge within 90 days
• Build trusted relationships with key customers
• Confidently manage customer enquiries independently
• Achieves customer retention, revenue growth, and account development targets
• Contribute to continuous improvement initiatives
• Maintains accurate CRM records and executes tasks with a high level of quality and attention to detail
Application Process:
Please send your application to careers@pallighting.com
To apply, please submit:
1. A personalised Cover Letter explaining why you're interested in the role, what you'll bring to PAL, and how your experience aligns with the position.
2.Your current CV, highlighting relevant experience, achievements, and skills.
Please note: Applications must include a genuine, personally written cover letter. We value authenticity and want to understand your unique experience, perspective, and motivations. Applications without a cover letter, or those that appear generic or AI-generated, wont be considered.
While we appreciate every application, only candidates whose experience closely aligns with the role may be contacted. Successful applicants will typically be contacted within one week of applying.
Thank you for considering a career with PAL. We appreciate your interest and look forward to reviewing your application.
No recruitment agencies please. PAL does not accept unsolicited resumes or candidate submissions from recruitment agencies for this role.