NIKOS KOUKOUVITAKIS
London
Summary
Proactive and results-driven Strategic Customer Success Manager with extensive experience managing Fortune 100 enterprise clients in global trade (energy, metals, and agriculture). Proven ability to own and drive customer success plans, ensuring seamless adoption, retention, and expansion of SaaS solutions. Skilled at building high-touch, executive-level relationships, driving renewals, and identifying opportunities for upsell and cross-sell. Expert in helping enterprises optimise workflows and implement scalable processes using AI-powered, API-driven solutions, leveraging data-driven insights and change management strategies to deliver measurable business value. Adept at simplifying complex challenges, aligning stakeholders at all levels, and leading transformational change initiatives. Holds certifications in APM, Prince2, and Agile methodologies, with a 1st Class (Hons) Master’s in Mechanical Engineering.
Overview
13
13
years of professional experience
Work history
Strategic Customer Success Manager
SEDNA LTD
London
01.2022 - 03.2025
- Strategic partner for enterprise clients, overseeing a portfolio of $4M ARR and drove long-term customer success
- Defined and implemented comprehensive customer success strategies, aligning with organisational goals to ensure optimal client outcomes
- Lead the development and execution of renewal and upsell strategies, fostering sustainable, long-term growth across all accounts
- Drove user adoption and value realisation by continually measuring and optimising customer engagement and satisfaction
- Served as a trusted consultant, advising clients on operational efficiencies and integrating solutions into their core systems
- Influenced and collaborated with cross-functional teams at the executive level to shape business strategies and enhance customer experience
- Grew the portfolio to +30% yearly growth in ARR, including some of the largest global commodity trading companies in the energy, metals, and agriculture sector
- Delivered 30%+ annual growth in portfolio ARR, securing relationships with leading global commodity trading firms in the energy, metals, and agriculture sectors
- Generated annually £1M in upsell and cross-sell opportunities
- Successfully renewed and transitioned legacy accounts to updated pricing models and multi-year contracts, ensuring continued partnership growth
- Established and standardised a comprehensive enterprise customer management playbook, incorporating Change Management Plans, Strategic Success Plans, and an Executive Business Review process
- Developed and implemented success metrics and adoption models to effectively track and measure user and customer satisfaction, driving improvements in overall client success
- Defined and delivered several applications and product enhancements to improve customers’ operational efficiency and increase commercial opportunities
Senior Project Manager
FINOVA LTD
London
06.2019 - 01.2022
- Led end-to-end software delivery across mortgage lending and savings solutions, ensuring timely and within-budget execution
- Established effective client collaboration models to enhance user experience and project success
- Managed international project teams, prioritising tasks to align with business goals and delivery confidence
- Implemented governance frameworks and refined delivery processes for operational efficiency
- Mentored and coached project teams to enhance performance and knowledge sharing
- Spearheaded the onboarding of a new client on a £1M project, implementing a structured operating model to control scope, budgets, and reduce time to launch, later used as a blueprint for onboarding future clients
- Managed the development and launch of a cloud-native API solution, increasing broker adoption and integration across lenders
- Introduced and implemented widely adopted tools, including Earned Value Management and Resource Management tools
Project Manager
ULTRA ELECTRONICS LTD
Greenford
03.2018 - 06.2019
- Managed £25M+ projects in secure communications, leading a cross-functional team of 30+ engineers
- Oversaw the development and certification of mission-critical security products
- Strengthened client relationships through transparent communication and proactive risk mitigation
- Managed the Information Assurance commercial product portfolio
- Contributed to bids by identifying costs, schedules, and risks, and actively participated in negotiations
- Successfully delivered mission-critical product development using Agile methodologies
- Led the development of a globally accredited security hardware module and achieved the highest accreditation ever attained globally for any related product in the industry
- Introduced cost and schedule controls, enhancing forecasting and financial accuracy
- Restored customer relationships by enhancing communication channels and increasing the frequency of progress reporting
Project Manager
LEONARDO MW LTD
Basildon
09.2015 - 03.2018
- Managed £16M+ in strategic support projects, driving stakeholder alignment and contract extensions
- Managed the Private Development budget for Soldier Systems and Antenna Solutions across three UK sites
- Oversaw order intake for Antenna Solutions, totaling £2M+ per year, and successfully managed bid activities for the business
- Developed and implemented quality control measures, enhancing overall project delivery
- Member of the Project Management and Planning Community Board, driving associated processes and procedures for the Division
- Provided data-driven recommendations to optimise lead times and budget allocations
- Improved margins from 10% to 30%, and On-Time Delivery from >25% to
- Improved margins from 25% to 30% for the Antenna Solutions business
- Successfully managed a 4-year Support contract to budget and negotiated future renewals
- Delivered product innovations within budget and on schedule, securing new business opportunities
Project Planner
LEONARDO MW LTD
Southampton
09.2014 - 09.2015
- Project Planner during the company’s transition to the SAP enterprise system, providing support to project management across multiple projects and business lines
- Provided data-driven recommendations to optimise lead times and budget allocations
- Assisted new business bids by coordinating the key deliverables and timelines
- Successfully structured bid documentation for a £75M multinational bid
- Developed SAP efficiency guides, now used as best practice within the organisation
- Created forecasting tools for project resource planning, enhancing strategic decision-making
Commodity Buyer, Intern
ONESUBSEA
Leeds
07.2012 - 09.2013
Education
Master of Engineering - Mechanical Engineering
University of Hull
01.2010 - 1 2014
4 A-levels, 1 AS-level, 11 GCSEs - undefined
Helsby High School
01.2007 - 1 2010
Agile Project Management - undefined
APM PMQ/ IPMA Level D - undefined
PRINCE 2 Practitioner - undefined
Skills
- Change Management
- Client Retention
- Leadership & Team Building
- Renewal and Upselling
- Customer Advocacy
- Account Management
- Leadership and Mentorship
- Negotiation
- Communication
- Strategic Thinking
- Benefits Realisation
- Product Development
- Technical Proficiency
- Risk Management
- Project Delivery
Custom
Available on request
Timeline
Strategic Customer Success Manager
SEDNA LTD
01.2022 - 03.2025
Senior Project Manager
FINOVA LTD
06.2019 - 01.2022
Project Manager
ULTRA ELECTRONICS LTD
03.2018 - 06.2019
Project Manager
LEONARDO MW LTD
09.2015 - 03.2018
Project Planner
LEONARDO MW LTD
09.2014 - 09.2015
Commodity Buyer, Intern
ONESUBSEA
07.2012 - 09.2013
Master of Engineering - Mechanical Engineering
University of Hull
01.2010 - 1 2014
4 A-levels, 1 AS-level, 11 GCSEs - undefined
Helsby High School
01.2007 - 1 2010
Agile Project Management - undefined
APM PMQ/ IPMA Level D - undefined
PRINCE 2 Practitioner - undefined
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