Customer Success SpecialistLocation: Caringbah, NSW (Head Office)Reports To: Customer Experience Manager
About PAL LightingPAL 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 recent 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
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
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📌 Customer Success Specialist (New South Wales)
🏢 PAL Lighting
📍 New South Wales