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

Gareth Lau

Helping global teams turn customer challenges into lasting trust.

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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.

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.

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 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

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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