George Koumis

Customer Success leader with a track record of building and scaling high-performing international teams in complex SaaS environments. At Avolution, grew the CS function from individual contributor to Global Team Leader in three years — delivering 293% of expansion targets, a 93% personal renewal rate, and a $15M book of business across 30 enterprise accounts. Architect of the company's global expansion playbook, with AI embedded throughout the customer journey to drive consistency and productivity without losing the human relationships that drive retention.

Comfortable in the full range of the role: guiding customers through complex migrations, translating customer voice into product decisions, presenting to C-suite, and developing the CSMs around me. Now looking to bring this to a senior CS leadership role where technical depth, enterprise complexity, and team development are all part of the brief.

Global Team Leader, Customer Success at Avolution (2022-05 – Present)

Leading CS strategy and standards across 9 CSMs in EMEA, AMER/LATAM, and APAC, with direct management of the EMEA team.

• Delivered 293% of expansion target in 2025 ($2.2M against $750K) — 52% of total global expansion and the strongest result in company history
• 93% personal renewal rate across a $15M book of business (30 enterprise accounts)
• Built the global expansion playbook from scratch — a dual-lens model combining solution accelerators and adoption workshops, now standard across all regions
• Deployed AI-powered workflows across the customer journey — QBR prep, expansion identification, communications — lifting team output without sacrificing the relationships that matter
• Managed customers running simultaneous on-prem and cloud environments, coordinating feature releases, migration planning, and change management across both
• Led multiple enterprise customers through full cloud migrations — advising on approach, managing risk, and maintaining business continuity throughout
• Built feedback loops that channel customer insight directly into product and roadmap decisions
• Global escalation lead and strategic advisor across all regions — stepping in on complex accounts, senior stakeholder situations, and high-stakes renewals wherever needed
• Built the most advanced Salesforce reporting infrastructure in the business — real-time visibility on renewals, expansion, and account health
• Created the Asana-based CS workflow system now used as the organisational standard across CS and consulting
• Made the case to the CEO for headcount; grew the team from 1 to 9 across three regions
• Hire for the full profile: commercial instinct, technical curiosity, communication, and AI fluency — and have final say on every CS appointment

Customer Success Manager at Avolution (2021-04 – 2022-05)

Founded the CS function, building the engagement strategies, value consulting approach, and C-suite partnership model that the global team still runs on today.

• Promoted to Regional Lead (EMEA) after 13 months
• Everything built from scratch — processes, playbooks, and commercial frameworks that became the organisational standard

Director of Business Development at Ecosio (2018-09 – 2019-12)

Promoted from BDM to Director in 8 months; headhunted from Seeburger for EDI expertise and appetite for sales.

• Built $200K pipeline and landed 6 enterprise customers in the nascent UK EDI market
• Established CIO-level relationships and the go-to-market strategy for UK entry

Solutions Consultant at Seeburger (2017-07 – 2018-09)

Delivered Business Integration Suite implementations across EMEA with deep expertise in XML mapping and EDI configuration.

• Delivered ~15 Business Integration Suite implementations across EMEA
• Deep expertise in XML mapping and EDI configuration; headhunted to Ecosio on the basis of this specialism

Technical Consultant at BT & Company85 (MoD) (2017-01 – 2017-07)

Designed and deployed systems for the Ministry of Defence with SC Clearance.

• Designed and deployed a helpdesk system for the Ministry of Defence supporting 10,000+ users
• Led a large-scale MDM migration — full OS transition, stakeholder comms, risk management, and rollout
• Produced process documentation for government-critical infrastructure

Systems Integration Engineer → Team Lead at Ericsson (2012-10 – 2016-09)

Led the team building Lawful Interception systems with SC Clearance. Customer-facing across EMEA with UAT coordination, technical training, and handovers.

• Led the team building Lawful Interception systems for MI6-level surveillance infrastructure
• Customer-facing across EMEA: UAT coordination, technical training, and handovers
• Ran multi-team projects across EMEA — work breakdown, resource coordination, knowledge transfer
• Stack: RedHat Linux, VoIP, OSS/BSS, Juniper, F5 load balancers, IPtables, system hardening

Assistant Editor at BBC (2010-01 – 2012-12)

Worked on television production with focus on communication, stakeholder management, and delivery skills.

• Worked on Strictly Come Dancing and Last Choir Standing
• The communication, stakeholder management, and delivery skills built here have run through every role since

MSc in Computer and Information Systems – Queen Mary, University of London

BA in Communication and Media Studies – University of Surrey