Catherine Pezzotti

About Catherine Pezzotti

Hello there! I’m an accomplished Customer Success Manager with a rich background seamlessly melding administrative proficiency with coordination expertise. Overseeing a portfolio of 80 high-value customer accounts, my paramount goal is to ensure unwavering satisfaction and resounding success with our company\'s diverse suite of products and services.My robust track record of over 12 years in healthcare commenced in administrative and coordinating capacities, allowing me to master the art of orchestrating impeccable experiences. As a Senior Customer Success Manager today, I am dedicated to curating tailored solutions in close partnership with cross-functional teams, including product, sales, and support, to ensure seamless customer experiences and foster a culture of achievement.Behind the scenes, I dissect and interpret customer data, weaving intricate insights that resonate with leadership and vividly illustrate the impact of our customer success initiatives. Regular check-ins and meticulous account reviews serve as a harmonious symphony, staying attuned to evolving customer needs and aspirations.Complementing my array of skills, I hold an MBA in healthcare management, which bolsters my ability to comprehensively understand and address the unique demands of our healthcare-oriented clientele.If you\'re in pursuit of a visionary leader to spearhead projects for elevated customer engagement, I invite you to connect. Together, we can compose a future brimming with growth, accomplishment, and unparalleled success.

Experience

1. People Manager, Customer Success

   athenahealth

   May 2025 — Present · US

   Lead and coach a team of 10 Customer Success Managers on the First Year Live Team, ensuring a best-in-class customer experience and driving client satisfaction, retention, and ramp success.•Provide ongoing coaching, performance management, and career development support through 1:1s and team meetings to foster a high-performing and empowered team culture.•Guide Customer Success Managers through complex client escalations, collaborating cross-functionally to drive timely and strategic resolutions that align with customer goals.•Drive financial performance by supporting collections realization, setting ramp expectations, and coaching Customer Success Managers on early-stage client lifecycle success.•Own and execute department-wide initiatives as a Directly Responsible Individual (DRI), including NPS strategy—identifying client sentiment trends, coaching CSMs on effective outreach, and driving action to increase promoter scores and mitigate detractor risk.•Champion client satisfaction through proactive interventions, ensuring CSMs utilize all internal resources and best practices to deliver consistent, high-impact value to clients.

Education

• Broward College

  Associate's degree, Associates of Arts degree

  2008 — 2013

• Western Governors University

  Master of Business Administration - MBA, Health/Health Care Administration/Management

• Florida International University

  Bachelor's degree, Health/Health Care Administration/Management

  2015 — 2019

Skills

• Hospitals
• Schedules
• Secretarial Skills
• Customer Service
• Coordinators
• Patient Support
• Multi-Line Phone
• Organization
• Medical/Surgical
• Medical Office
• Teamwork
• Computer Proficiency
• Bilingual
• Medical Terminology