Karl Mackenzie
London
Summary
Customer Success Leader with a proven record of driving digital transformation and measurable outcomes in complex, multi‑stakeholder environments. Trusted advisor to senior executives, specialising in AI‑led innovation, cloud adoption, and security‑driven resilience, with a strong focus on value realisation and solution health. Experienced in building strategic partnerships, accelerating adoption, and delivering outcome‑based execution. Serving Officer in the British Army Reserve, demonstrating transformational leadership, strategic planning, and expert communication.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Account Manager - Healthcare
Microsoft
London/Reading
2025.02 - Current
- Drive customer value realisation by orchestrating customer engagements across cloud, security, and AI priorities, translating customer objectives into actionable success plans that improved solution stability, adoption, and executive confidence.
- Accelerate adoption and consumption outcomes through disciplined planning, stakeholder alignment, and delivery governance, ensuring Microsoft investments are aligned to business priorities and delivered measurable operational impact.
- Strengthen executive relationships and governance cadence by acting as a trusted advisor to senior leaders, shaping strategic conversations, managing risk and escalations, and maintaining momentum across complex, multi‑stakeholder environments.
- Lead cross‑functional execution at scale by coordinating sales, engineering, delivery partners, and support teams to deliver outcome‑based engagements, remove blockers, and enable long‑term customer success and account growth.
Squadron Second-in-Command
Honourable Artillery Company - British Army
London
2024.03 - Current
- Reserve British Army Officer at the Honourable Artillery Company, overseeing strategic planning sessions and delivering robust operational training that contributes to key UK defence objectives.
- Lead diverse teams in high-pressure environments, demonstrating exceptional leadership and decision-making skills under challenging conditions. Achieved Best Junior Officer for Training Year 2025-2026.
Business Development & Sales Manager
Nemean Services Ltd
London
2023.08 - 2025.01
- Drove customer growth and expansion by building and managing strategic partnerships, launching new security‑focused service offerings, and owning the end‑to‑end customer lifecycle—from engagement and solution positioning through onboarding and delivery—resulting in sustained revenue growth and global client adoption.
- Led transformational delivery and execution across complex client environments, combining stakeholder leadership, agile operating models, and process optimisation to improve customer outcomes, accelerate response times, and strengthen long‑term customer relationships.
Commissioned Officer
British Army
2016.05 - 2023.08
- Managed and assured three departments responsible for maintaining £30 million of equipment, directly leading a team of 30+. Achieved all logistical needs of a front-line artillery unit comprising over 100 personnel, enabling the unit’s rapid deployment to an operational theatre on short notice.
- Led specialized teams in the tactical employment of operational artillery systems, providing expert guidance and decision-making support in high-tempo, time-constrained environments.
- Deployed as the UK liaison Officer to a partner-nation defence force, building rapid relationships with foreign senior stakeholders and enhancing communication and cooperation within NATO operations.
- Led a team of 30+ soldiers on various UK and overseas deployments, specializing in artillery and unmanned aerial systems, while managing training, welfare, and career progression.
- Completed world-class military leadership training, with a focus on teamwork, resilience, and professionalism.
Education
BSc Biomedical Sciences -
Northumbria University
NewcastleSkills
- Customer Relationship Management
- Trusted Advisor
- Written & Verbal Communications
- Data-Driven Decision Making
- AI Fluency
- Technical Literacy (Microsoft Product Stack)
- Project & Programme Delivery
- Teamwork & Collaboration
- Presentations & Proposals
- Strategic Account Orchestration
- Consumption & Adoption Planning
- Analytical & Critical Thinking
Certification
- Agile Project Management
- Certified Change Manager - Foundation & Practitioner
- Certified ScrumMaster (CSM)
- Level 7 Diploma, Leadership & Management (Institute of Leadership & Management)
Social Media
https://www.linkedin.com/in/karlmackenzie/
Hobbies and Interests
- Regular runner and fitness enthusiast
- Passionate about history, travel and widely read
Timeline
Customer Success Account Manager - Healthcare
Microsoft
2025.02 - Current
Squadron Second-in-Command
Honourable Artillery Company - British Army
2024.03 - Current
Business Development & Sales Manager
Nemean Services Ltd
2023.08 - 2025.01
Commissioned Officer
British Army
2016.05 - 2023.08
BSc Biomedical Sciences -
Northumbria University