Jacqui Potter
Chicago,IL
Summary
Customer Success & Account Management Professional with 7+ years of experience driving client satisfaction, retention, and portfolio growth across SaaS, healthcare, and wellness industries. Adept at managing books of 30–100 + accounts, leading onboarding, and collaborating cross-functionally to deliver measurable outcomes. Proven record of improving activation, retention, and satisfaction metrics while building long-term customer partnerships.
Overview
8
8
years of professional experience
Work History
Customer Success Coordinator
Northwestern Plastic Surgery & Med Spa
Chicago, Illinois
09.2021 - Current
- - Acted as the primary liaison for over 75 daily patient and vendor inquiries, ensuring seamless communication and long-term relationship management.
- - Optimized provider calendars across multiple service lines, reducing scheduling conflicts by 25%, and improving operational efficiency.
- - Coordinated with external vendors to manage contracts, supply orders, and product education sessions, supporting strategic partnerships, and aligning business goals.
- - Delivered proactive issue resolution that improved patient satisfaction scores by 18% year-over-year and supported the retention of high-value service clients.
- Entered data, generated reports, and produced tracking documents.
Client Onboarding & Support Specialist
Modern Health
Remote
07.2019 - 09.2021
- - Owned a portfolio of 30+ mid-market clients monthly, serving as their dedicated point of contact throughout onboarding and adoption.
- - Delivered product demos and training that increased activation rates by 22% in the first 30 days.
- - Maintained a 95% customer satisfaction rating by resolving inquiries within 24–48 hours and proactively identifying risks.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
Club Member Onboarding Specialist
East Bank Club
Chicago, Illinois
04.2017 - 07.2019
- - Conducted personalized onboarding sessions and club tours, converting 80% of prospects into long-term members through tailored engagement.
- - Provided ongoing member support for billing, account updates, and service questions, contributing to a 15% YoY retention increase.
- - Collaborated with front desk and sales staff to resolve escalated concerns, ensuring a consistent, premium client experience.
Education
Bachelor of Arts - Fashion Design
Art Institute of Pittsburgh
Pittsburgh, PA01.2019
Skills
- Customer Success & Account Management Portfolio Growth & Retention Client Onboarding & Enablement
- Renewals & Expansion Strategies CRM Tools: Salesforce, Zendesk, Epic Cross-Functional Collaboration
- Customer Insights & Feedback Issue Resolution & Escalation Performance Metrics Tracking
- Strategic Relationship Management Process Optimization Communication & Training Delivery
Timeline
Customer Success Coordinator
Northwestern Plastic Surgery & Med Spa
09.2021 - Current
Client Onboarding & Support Specialist
Modern Health
07.2019 - 09.2021
Club Member Onboarding Specialist
East Bank Club
04.2017 - 07.2019
Bachelor of Arts - Fashion Design
Art Institute of Pittsburgh
Similar Profiles
Jacqui PotterJacqui Potter
Customer Success Coordinator at NORTHWESTERN PLASTIC SURGERY AND MED SPACustomer Success Coordinator at NORTHWESTERN PLASTIC SURGERY AND MED SPA
Shaquana DorsettShaquana Dorsett
Specialist at Perfection Plastic Surgery & Med SpaSpecialist at Perfection Plastic Surgery & Med Spa
Vanessa AndradeVanessa Andrade
Medical Assistant / RN / Location Manager at Image Center Med Spa & Plastic SurgeryMedical Assistant / RN / Location Manager at Image Center Med Spa & Plastic Surgery
Anna Levina, NP-BCAnna Levina, NP-BC
Emergency Department RN at Multiple AgenciesEmergency Department RN at Multiple Agencies
EDDY GRAFFEEDDY GRAFFE
Digital Strategy Consultant & Marketing Project Lead at Antena Tres Directo (A3D)Digital Strategy Consultant & Marketing Project Lead at Antena Tres Directo (A3D)