Keara Jacobs

Customer Success and Operations professional with experience building strong client relationships, improving retention, and creating smooth customer experiences within fast paced SaaS and co working environments. I've worked across operations, sales support, and community management roles where relationship building, problem solving, and organisation are at the centre of everything I do. Known for being proactive, approachable, and highly organised, with a strong track record of improving occupancy, supporting revenue growth, and helping teams work more efficiently while keeping customer experience a priority.

Building & Community Manager - Queens House

(2025-10)

• Lead full workplace and community operations within a fast paced co-working and technology environment
• Manage key client and stakeholder relationships, acting as the primary point of contact for members, suppliers, and external partners
• Increased workspace utilisation from 32% to 59% within 6 months through improved onboarding, customer engagement, and operational processes
• Contributed to 154% revenue growth through customer retention initiatives, upselling opportunities, and operational improvements
• Manage all member contracts, deposits, renewals, and dilapidations processes, ensuring accuracy, compliance, and smooth customer transitions
• Coordinate onboarding, workspace allocation, and customer lifecycle support to deliver a seamless customer experience
• Run weekly EOS Level 10 (L10) leadership meetings focused on KPI tracking, accountability, business priorities, issue resolution, and operational performance
• Collaborate cross functionally with leadership, sales, and operations teams to improve customer satisfaction and service delivery
• Plan and deliver member engagement initiatives and partnership opportunities to strengthen retention and community growth

Community Associate - Huckletree

(2024-05 - 2025-10)

• Managed daily customer experience and workspace operations within a high-occupancy, fast paced coworking and creative-focused environment
• Built strong relationships with members and clients, becoming a trusted point of contact for support, problem solving, and community engagement
• Supported customer onboarding processes including workspace setup, orientation, access management, and ongoing customer support
• Collaborated with operations and sales teams to deliver a seamless customer journey and improve overall member satisfaction
• Coordinated events, networking initiatives, and engagement programmes designed to strengthen customer retention and community experience
• Identified operational inefficiencies and implemented process improvements that enhanced service delivery and internal coordination
• Maintained high workplace standards through effective supplier management, facilities coordination, and health & safety compliance
• Assisted with reporting, workspace utilisation tracking, and customer communications to support wider operational and commercial goals

Central Sales Associate - Huckletree

(2023-12 - 2024-05)

• Supported the central sales function within a fast paced co-working and tech environment, managing customer enquiries and coordinating sales processes across multiple locations
• Utilised HubSpot as the primary CRM and sales platform to manage pipelines, customer communications, lead tracking, reporting, and sales activity coordination
• Maintained accurate CRM records and reporting dashboards to support pipeline visibility, forecasting, and data-driven decision-making
• Coordinated tours, meetings, and calendars for the sales team while ensuring a professional and seamless customer experience throughout the sales journey
• Managed inbound and outbound customer communications, ensuring timely follow up and a positive customer experience throughout the sales journey
• Worked cross functionally with operations and community teams to support smooth onboarding and handover processes from sales to customer success
• Contributed to improved response times and conversion support through structured follow-up processes and proactive customer communication
• Assisted with workspace allocation, occupancy tracking, and sales administration to support commercial growth objectives

Senior Customer Service Assistant - Podium Space

(2022-07 - 2023-11)

• Delivered high level customer support and operational coordination within a busy co-working environment
• Took ownership of site operations during management absence, ensuring continuity of service and operational performance
• Built strong client relationships through responsive communication, issue resolution, and proactive customer engagement
• Supported financial and operational performance through billing coordination, reporting, and account management support
• Coordinated contractor and facilities management to maintain high workplace and service standards
• Assisted with onboarding and training new team members, improving consistency and operational efficiency across the site
• Planned and delivered customer engagement initiatives and events that improved tenant retention and community satisfaction

Customer Experience Host - Berry Heathrow BMW

(2021-12 - 2022-07)

• Delivered a professional and welcoming customer experience while supporting occupancy growth and retention initiatives
• Managed lead pipelines, bookings, and customer communications to support revenue generation and operational performance
• Coordinated schedules, tours, and customer interactions to improve efficiency and service delivery
• Maintained accurate CRM data and customer records to support reporting and business decision-making
• Acted as a liaison between customers, brokers, and internal teams to ensure a smooth and positive customer journey

BTEC - Criminology, Law & Psychology - Haringey Sixth Form College

BTEC - Health & Social Care Level 3 - Westminster Kingsway College