Gareth Lau
GL
Montreal, QC — relocating to Toronto, ON (Oct 2026)

Gareth Lau

Global Customer Success & Continual Service Improvement Leader

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$32M+Strategic airline contract value
55+Team members across AMER, EMEA, APAC
10+Years in aviation customer success
5Direct reports led globally

Currently

A quick look at what’s happening now.

Working

Global Customer Success Program Manager

Leading a global Customer Success team at Jeppesen ForeFlight, a Boeing company.

Based

Montreal, Québec

Heading west to Toronto in October 2026.

Building

A stronger CSI practice

Standardizing how the global team drives proactive, Continual Service Improvement across regions.

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, a Boeing company, 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.

World map showing the flight route from Dublin, Ireland to Montreal, QC to Toronto, ONDublinMontrealToronto✈

  • Dublin, Ireland

    Home base — aviation career began here

  • Montreal, QC

    Moved to Canada, joined Jeppesen ForeFlight

  • Toronto, ON

    Relocating October 2026

Skills

Regional CX LeadershipEscalation & Service Recovery ManagementContinual Service ImprovementRenewal & Expansion StrategyCross-Functional Stakeholder ManagementGlobal Team Leadership

Achievements

Gainsight Rollout

Led the regional rollout of Gainsight to bring proactive health scoring and structured lifecycle management to a book of strategic airline accounts.

Value Enablement Program

Built a Value Enablement Program that helped customer-facing teams demonstrate ROI and deepen adoption across enterprise accounts.

World Aviation Festival

Represented the Customer Success organization at the World Aviation Festival, sharing best practices with peers across the industry.

Want the full picture?

See the full work history and volunteering timeline, or get in touch directly.

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