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:

- 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 (KPIs):

- Customer Satisfaction (CSAT/NPS) scores
- Process Improvement & Innovation

Skills & Experience:





- 2+ years in Customer Success or Internal Sales
- Commercially minded with a focus on customer growth and retention
- 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:

- 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 robust 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

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.

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📌 Customer Success Specialist (Sutherland Shire Council)
🏢 PAL Lighting
📍 Sutherland Shire Council