Implementation Lead​/Customer Success Specialist

About us

One Reg sits at the cutting edge of aviation and SaaS, helping shape the future of aviation compliance. Our platform brings together real-time oversight, unified information management and smarter workflows, helping aviation organisations move away from manual, complex processes and into a more connected, configurable SaaS product world.

We’re growing fast and scaling globally, and building our team in the Middle East. This is a chance to be on the ground early as we grow our presence and customer base across the region.

About the role

You’ll be the go-to partner for our airport and aviation customers, guiding them from contract signing through to go-live and beyond. You’ll work closely with our product, engineering and customer success teams across New Zealand, Australia and the UK.

It’s a role that blends customer success, business analysis and aviation compliance expertise. You’ll understand how our customers operate, translate their regulatory and operational needs into how One Reg is set up, and make sure they get real, lasting value from it. Because you’ll be part of a global team, expect some early mornings or evenings to overlap with other regions.

This is a full time (Monday to Friday) role, remote in UAE. Some travel to clients within the UAE will be required.

What you’ll do

• Lead customer onboarding and implementation, from requirements workshops through to configuration, training and go-live.
• Translate customer needs into clear requirements documentation, process flows and configured workflows in One Reg.
• Act as the main point of contact for your customers, building trusted, long-term relationships.
• Guide customers on the implementation of aviation compliance, assurance and regulatory requirements, and evolving compliance needs.
• Be the voice of the customer internally, sharing feedback and insight that shapes our product.

What success looks like

• Customers are onboarded smoothly and on time.
• Customers actively use One Reg as a core system for compliance and assurance.
• Customers trust One Reg, and you, as a long-term partner.
• Internal teams receive clear, high-quality customer feedback and requirements.
• Customer retention and satisfaction remain high across your accounts.

About you

You’re a credible aviation compliance professional who enjoys working with people as much as with processes. You’re comfortable in front of customers, from frontline users to senior compliance leaders, and you genuinely care about helping them succeed. You’re self-directed, organised and happy with the variety of a role that spans onboarding, advisory and relationship management.

What you’ll bring

We don’t expect you to tick every box, but you should recognise yourself in most of these.

• Strong knowledge of aviation safety management systems, compliance, assurance and regulatory environments.
• Experience working with airports, aviation authorities or regulated infrastructure organisations.
• Experience gathering requirements and producing business documentation such as BRDs and process maps.
• Strong communication and relationship-building skills, and the ability to explain complex topics clearly and confidently.
• Highly organised, with strong attention to detail and the ability to manage multiple customers and priorities at once.
• Happy working across time zones, including some early mornings or evenings to connect with international teams.
• Excellent written and spoken English, and the right to work in the UAE.

Nice to have

• Arabic language skills.
• Experience in customer success, account management or customer support in a SaaS or B2B environment.
• Experience configuring or implementing SaaS platforms or digital workflow tools.