Olivia Higgins

Customer Success professional with experience managing enterprise customer relationships across onboarding, adoption, retention and long-term account growth. At SWIFT, I manage a portfolio of strategic customers, partnering closely with cross-functional teams to deliver successful onboarding, maximise customer value and strengthen long-term relationships. Alongside customer management, I lead a team of customer-facing specialists, using customer insight and performance data to continuously improve the customer experience.

Customer Success & Onboarding Team Lead (UK & Ireland) at SWIFT (2024-01 – Present)

• Manage a 40-account portfolio worth over £3M in ARR across the full customer lifecycle, holding the senior relationship from onboarding and adoption through to retention and renewal.
• Maintain consistently high customer retention by building trusted relationships, proactively managing customer health and identifying risks early.
• Converted 8 non-paying customers into paying accounts so far this year by building engagement and demonstrating clear product value.
• Consistently exceed annual commercial targets by identifying expansion opportunities, strengthening customer relationships and supporting long-term account growth.
• Grow existing accounts through consultative account management, identifying customer needs, preparing commercial proposals and progressing expansion opportunities while strengthening long-term customer relationships.
• Lead Quarterly Business Reviews (QBRs) with customers, reviewing performance, adoption, business objectives and future opportunities while strengthening executive stakeholder relationships.
• Re-engage low-engagement accounts and hit team adoption targets, lifting product adoption and pre-empting churn risk ahead of renewal.
• Own the customer onboarding journey, working closely with customers and internal teams to deliver successful implementations, accelerate time-to-value and create a strong foundation for long-term success.
• Played a key role in growing the onboarding function, helping the team substantially exceed annual performance targets while maintaining a consistent, customer-focused experience.
• Lead and coach a team of three customer-facing specialists, all consistently meeting or exceeding target, setting clear standards and owning quality across the portfolio.
• Partner cross-functionally with Sales, Account Management and Operations to keep the customer experience seamless, producing weekly, monthly and quarterly reporting that turns account data into clear recommendations for senior leadership.
• Represent the business at industry events including Pay360, building relationships and opening new client conversations.

Senior Assistant & Operations Coordinator at SWIFT (2022-07 – 2024-01)

• Designed and ran the onboarding and induction programme for new joiners, creating a consistent first-week experience that set the standard across the business.
• Supported senior leadership with complex diary, inbox and travel management, handling confidential stakeholder communications with discretion.
• Managed expense reporting, purchase orders and budget tracking in SAP, delivering reliable financial administration across multiple stakeholders.
• Contributed to cross-team initiatives that improved office operations, internal communication and efficiency.

Senior Beauty Consultant & Brand Ambassador at Dior (2021-09 – 2022-07)

• Deputised for the Counter Manager, opening and closing the counter, leading daily team huddles and managing end-of-day reconciliation.
• Coached junior team members on product knowledge and consultation technique, raising consistency across the counter.
• Built long-term client loyalty and repeat business through detailed client records and consistent follow-up.

Customer Service & Sales Specialist at Sunglass Hut (2021-02 – 2021-09)

• Consistently exceeded monthly KPI targets through a consultative, needs-led approach, and deputised for the store manager when required.
• Took on stock control, reconciliation and scheduling, and supported onboarding of new team members.

Freelance Makeup Artist at Self-Employed (2019-01 – 2020-03)

• Built and grew a private client base through referrals and social media, running bookings, pricing, invoicing and sourcing independently.

DipHE in Business Studies – North Kent College (2021-09 – 2022-06)

DipHE in Beauty Therapy – North Kent College (2020-09 – 2021-06)

GCSEs in English, Maths and Science – Welling Secondary School