Gareth Lau

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 worth $32M+ across Europe at Boeing Digital Aviation Solutions. Based in Montréal, relocating to Toronto this October.

My path into this work started on the operational side — tracking crews and contracts at Norwegian and Airbus — before moving into commercial and customer success roles where I found what actually drives me: turning a frustrated customer into an advocate, and a fragile process into one that scales. That thread runs through every role since, from rolling out CRM systems at CitySwift to leading a team spread across AMER, EMEA, and APAC today. Outside of work, I’ve spent seven years on the board of the Irish Aviation Students’ Association, which is really just the same instinct pointed at people instead of accounts.