Gareth Lau

Turning turbulence into trust — one customer relationship at a time.

The story so far

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 Montréal, relocating to Toronto this October.

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Working

Global Customer Success Program Manager

Leading a global Customer Success team at Jeppesen ForeFlight.

Based

Montréal, 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.

The journey

From the Emerald Isle to the Great White North.

I grew up in Ireland, made Montréal home, I’m heading west to Toronto in October. New city, same curiosity.

$32M+Strategic airline contract value

55+Team members across AMER, EMEA, APAC

10+Years in aviation customer success

Core Competencies

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.

My Flight Path

A decade in aviation customer success — from operations support to leading a global team.

Work experience

Global Customer Success Program Manager · Jeppesen ForeFlight

Oct 2025 – Present

Montréal, QC

5Specialists led

55+Team members in scope

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Lead and manage a global team of 5 Customer Success specialists.
Own end-to-end operational escalation management across 55+ team members spanning AMER, EMEA, and APAC.
Drive Continual Service Improvement initiatives that raise the bar for how the global team engages customers.

Senior Customer Success Manager · Boeing Digital Aviation Solutions

Sep 2021 – Sep 2025

Dublin, Ireland

$32M+Contract value managed

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Proactively built relationships with strategic airlines representing $32M+ in contract value.
Partnered cross-functionally with Product, Support, and Sales to resolve escalations and drive renewals.
Championed customer advocacy programs that turned strategic accounts into public references.

Commercial Manager · CitySwift

Oct 2020 – Sep 2021

Galway, Ireland

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Designed and implemented a CRM rollout that improved pipeline visibility and customer lifecycle management.

Crew Tracker & Operations Support · Norwegian Airlines

Sep 2019 – Mar 2020

Dublin, Ireland

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Kept an accurate and continuous crew watch, ensuring EASA Flight Time Limitation compliance.

Contracts Intern, Flight Hour Services · Airbus

Jun 2018 – Sep 2018

Dublin, Ireland

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Tools, systems, and platforms.

Customer & CRM

Gainsight
Salesforce
HubSpot
Copper

Enablement

Seismic

AI Workspace

Claude
ChatGPT

Product & Delivery

Jira
Loom

Knowledge

Confluence
iCertis

Productivity

Slack
Microsoft Office
Google Workspace

Identity & IT

Okta
Zoom

Recommendations

“Add a LinkedIn recommendation quote here — pick 2–3 that speak to leadership, escalation management, or customer trust.”

— Name, Title

“Add a second LinkedIn recommendation quote here.”

— Name, Title

Education

Institute of Project Management

Professional Diploma, IPMA Certified Project Management Associate, Project Management

2023 – 2024

Law Society of Ireland

Diploma, Aviation Leasing & Finance

2022

South East Technological University

Bachelor of Business (Hons) in Aviation Management

2018 – 2020

Dundalk Institute of Technology

Bachelor of Business in Business & Management

2015 – 2018

Volunteering

Irish Aviation Students' Association

7-year progressive board leadership journey: Chairperson to Non-Executive strategic advisor.

Non-Executive Board Member

Oct 2019 – Sep 2025

Provided strategic direction and advised the incoming executive on governance and finance.

Chairperson

Sep 2018 – Oct 2019

23Committee members led

+30%Sponsorship revenue growth

1,800+Attendees across events

Represented IASA's mission across Ireland's aviation industry, building relationships with universities, airlines, and industry partners both nationally and internationally.