Gareth Lau
Helping global teams turn customer challenges into lasting trust.
Currently
A quick look at what’s happening now.
Working
Global Customer Success Program Manager
Leading a global Customer Success team at Jeppesen ForeFlight.
Based
Montreal, Québec
Heading west to Toronto in October 2026.
Building
A sharper CS playbook
Rebuilding how the team spots and resolves issues before customers have to ask.
Learning
Something new
Add what you’re currently learning — a language, a certification, a new skill.
About
Senior Customer Success leader with a decade of experience driving customer retention, escalation management, and Continual Service Improvement across complex, multi-cultural B2B aviation technology organizations. Currently leading a global Customer Success team at Jeppesen ForeFlight, after building strategic airline relationships across Europe. Based in Montreal, relocating to Toronto this October.
The Journey
Cleared for departure in Dublin, layover in Montreal, now on final approach to Toronto — a career charted one flight at a time.
Dublin, Ireland
Home base — aviation career began here
Montreal, QC
Moved to Canada, joined Jeppesen ForeFlight
Toronto, ON
Relocating October 2026
Skills
Regional CX Leadership
Owning the customer experience across time zones and cultures.
Escalation & Service Recovery
Turning at-risk accounts into renewed trust.
Continual Service Improvement
Finding the process fix before the next fire.
Renewal & Expansion Strategy
Growing accounts by proving value, not just asking.
Cross-Functional Stakeholder Management
Aligning Product, Support, and Sales around the customer.
Global Team Leadership
Leading specialists across AMER, EMEA, and APAC.
Achievements
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