Customer Experience Manager

2 days ago

Caringbah, New South Wales, Australia PAL Lighting Full time $80,000 - $120,000 per year
Customer Experience Manager

Location: Caringbah, NSW

Team: Sales & Customer Experience

Employment: Full-time

About PAL Lighting

PAL Lighting is a leader in innovative lighting solutions, delivering high-quality products that transform spaces and experiences. We combine design, technology, and a customer-first service approach. As a small, tight-knit team, we punch above our weight, move quickly, and pride ourselves on delivering exceptional customer outcomes.

We're now looking for a Customer Experience Manager to take ownership of our customer journey, strengthen relationships, and build out the function as we continue to grow.

The Role

This is not a plug-and-play role. You'll have the opportunity to shape what Customer Experience looks like at PAL Lighting—designing processes, building out tools, and creating best practices while managing key accounts. You'll work hand-in-hand with the sales team and end users, ensuring our customers achieve long-term success and see PAL Lighting as a trusted partner.

Key Responsibilities
  • Account Management: Own a portfolio of customers, ensuring satisfaction, retention, and growth opportunities.
  • Build & Shape the Role: Roll up your sleeves to create frameworks, processes, and resources that will form the backbone of PAL Lighting's customer experience function.
  • Customer Journey Ownership: Lead onboarding, adoption, and success initiatives, ensuring customers get maximum value.
  • CRM & Insights: Manage customer data and activity in CRM platforms (HubSpot, Salesforce, or similar), providing clear reporting and insights.
  • Collaboration with Sales: Work closely with the sales team to deliver seamless handovers, renewals, and expansion opportunities.
  • Customer Advocacy: Capture and channel customer feedback to influence product development and service delivery.
  • Engagement Programs: Create training, resources, and communication to support end-user adoption.
  • Performance Tracking: Monitor and report on KPIs like retention, adoption, NPS/CSAT, and revenue influence.
  • Technical & Warranty Programs: Build out warranty management and technical support processes, including SOPs to ensure consistent handling of claims, troubleshooting, and escalation.
  • Knowledge Base & Enablement: Develop documentation, guides, and workflows to empower both internal teams and customers with clear, reliable information.
About You
  • 3–6+ years' experience in customer success, account management, or customer experience.
  • Minimum 4-5 years of proven customer success or account management experience is required.
  • Proven ability to build out new processes, teams, or programs — not just maintain them.
  • Strong CRM experience (HubSpot, Salesforce, or similar).
  • Advanced user-level proficiency in CRM platforms is essential.
  • Commercial acumen: confident in identifying growth opportunities and supporting renewals/upsells.
  • Excellent communicator who can connect with technical and non-technical stakeholders.
  • A hands-on team player who thrives in smaller teams where flexibility, ownership, and initiative are key.
Bonus Skills
  • Industry knowledge in lighting, construction, or design.
  • Experience in customer enablement or building customer communities.
  • Familiarity with customer analytics and journey-mapping tools.
Why Join PAL Lighting
  • Play a pivotal role in shaping a growing company's customer experience function.
  • Join a supportive, collaborative, and ambitious small team.
  • Competitive salary + performance incentives.
  • Professional growth opportunities and the chance to make the role your own.

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