Implementation Lead / Customer Success Specialist - Aviation Compliance

About the role

OneReg builds a SaaS platform for aviation compliance, bringing together real-time oversight, unified information management and smarter workflows. As Implementation Lead / Customer Success Specialist, you will be the go-to partner for airport and aviation customers, guiding them from contract signing through go-live and beyond. The role combines customer success, business analysis and aviation compliance expertise, works with product, engineering and customer success teams across New Zealand, Australia and the UK, and is remote in the UAE with occasional client travel.

Key responsibilities

• Lead customer onboarding and implementation, from requirements workshops through configuration, training and go-live.
• Translate customer needs into requirements documentation, process flows and configured workflows in OneReg.
• Act as the main point of contact for customers, building trusted, long-term relationships.
• Guide customers on implementing aviation compliance, assurance and regulatory requirements.
• Share customer feedback and insights with internal teams so the product can improve.

Required profile

• A credible aviation compliance professional who enjoys working with people as well as processes.
• Comfortable speaking to frontline users and senior compliance leaders.
• Self-directed, organised, able to handle multiple customers and priorities, and happy working across time zones.
• Excellent written and spoken English and the right to work in the UAE; Arabic is a nice-to-have.

Required skills

• Strong knowledge of aviation safety management systems, compliance, assurance and regulatory environments.
• Experience with airports, aviation authorities or regulated infrastructure organisations.
• Gathering requirements and writing business documents such as BRDs and process maps.
• Nice to have: customer success, account management or support experience in SaaS or B2B, and experience configuring or implementing SaaS platforms or digital workflow tools.