B2B SaaS CX Consultancy

Your CX is losing revenue.
Before it shows up in churn.

Senior CX leadership for Series B–D SaaS companies. The H.E.A.R.T. Framework™ diagnoses and fixes the gaps driving preventable churn, rising support costs, and stalled NPS.

12.5%
Median B2B SaaS churn rate
5–25×
Acquisition vs. retention cost
2 wks
To a prioritized action plan
Book a diagnostic call
The H.E.A.R.T. Framework™
A CX operating system for B2B SaaS — Hear, Engineer, Activate, Resolve, Track
H
HearStructure the full customer signal layer
E
EngineerRedesign the journey at highest-cost friction points
A
ActivateDeploy across teams, tools, and processes
R
ResolveBuild the closed-loop escalation system
T
TrackMeasure leading indicators, not vanity metrics
Explore the framework →
The problem

Most Series B–D SaaS companies don't have a CX strategy problem.
They have a measurement problem.

Support ticket volume spikes 3 months before churn shows up in cohort data. Most teams see the spike but have no system to act on it.

NPS scores are collected. No closed loop exists. The number sits in a dashboard no one acts on.

CS, support, and onboarding each run their own process. The customer experiences the gaps between teams, not the teams themselves.

A 5% retention improvement produces a 25%+ profit increase. The fix is not a new platform. It is a structured operating model.

12.5%
Median B2B SaaS revenue churn rate in 2025
Lighter Capital
5–25×
Cost of acquiring a new customer vs. retaining one
Forbes / Saravana Kumar
3×
Higher churn risk when support ticket volume spikes
The CX Lead
25%+
Profit increase from a 5% improvement in retention
Recurly / Bain
The full path

From awareness to embedded CX leadership.

Every step on the ladder reduces the friction on the next. Most clients start at the Sprint. The path from there is defined.

Every step reduces the friction on the next. Content and community first, consulting when the fit is clear. The Sprint is the entry point into the consulting path — most clients start there.

Content & Community
1
Free content
LinkedIn & CX Intelligence Hub · Free
Awareness layer. No transaction. Lead magnets, frameworks, and email capture via Hub Free tier.
Free
↓
2
Paid content
CX Intelligence Hub · Single-access
Playbooks, frameworks, diagnostic templates. First transaction — trust established before any consulting conversation.
$49–$149
↓
3
Annual membership
CX Intelligence Hub · Premium
Full library access plus 10% discount on all consulting engagements. The discount is the conversion mechanism into the Sprint.
$490 / yr
Consulting
4
Diagnostic
CX Diagnostic Sprint
2-week structured diagnostic. Full journey map, friction points ranked by revenue impact, prioritized action plan. Sprint fee credited on Accelerator conversion.
$4,500
↓
5
90-day program
Time to Grow CX Accelerator
90-day working CX system across all five H.E.A.R.T. pillars. Standard $35K, Premium $50K.
$35K–$50K
↓
6
Retainer
Fractional CX Leadership
Embedded senior CX leadership on a monthly retainer. Three sub-tiers scoped by hours and H.E.A.R.T. pillar depth.
Scope-based
Services

Three consulting tiers.
One connected path.

Every engagement starts with a diagnostic. Every deliverable is built to be operated by your team when the engagement ends.

Not for teams that want a workshop and a report. For operators who need a working CX system in 90 days. If the gaps are not there, the Sprint will tell you before any larger commitment is made.

How it works

From diagnostic to working system in 90 days

The Sprint de-risks the Accelerator. The Accelerator builds the system. The Fractional tier runs it.

1
Book a 30-minute call

One conversation to confirm fit. If the gaps are not there, you will know before any commitment is made.

2
Run the Diagnostic Sprint

2 weeks. 3–4 hours of your team's time. Full journey map, friction points ranked by revenue impact, prioritized action plan.

3
Deploy the CX Accelerator

90 days across all five H.E.A.R.T. pillars. Sprint fee credited. A working system, not a deck. Delivered via timetogrow.com.

4
Sustain with Fractional CX

Ongoing embedded CX leadership on retainer. The system runs. You own it.

The methodology

The H.E.A.R.T.
Framework™

"Five pillars that take B2B SaaS companies from scattered customer signals to a structured, measurable CX function."

Not a survey methodology. Not an NPS program. A full CX operating system that produces a working model your team operates after the engagement ends.
Read the full methodology
Five pillars · one operating model
H
Hear — Structure the signal layer

Consolidate signals across CS, support, product usage, and sales handoff into a single diagnostic view. The foundation every other pillar depends on.

E
Engineer — Redesign the journey

Prioritized intervention at the stages generating the most preventable churn, escalations, and contact volume. Insight becomes architecture.

A
Activate — Deploy the model

Team training, playbook rollout, and tech stack alignment. The most commonly skipped step. The reason most CX transformations fail at implementation.

R
Resolve — Build the closed loop

Escalation trigger, resolution protocol, and feedback mechanism. Catch journey failures before they become churn events.

T
Track — Measure what matters

Contact rate, first contact resolution, time to first value, escalation rate. Leading indicators, not vanity metrics.

Applied across every engagement
Diagnostic Sprint
Applies Hear and the diagnostic layer of Track. Produces the gap analysis and prioritized action plan in 2 weeks.
CX Accelerator
All five pillars across 4 phases. Phase 3 deploys the full framework operationally across teams, tools, and processes.
Fractional CX
Operates the full framework on an ongoing basis. Monthly focus rotates across pillars based on Track outputs.
Proprietary · Synthetic Customer Testing
Embedded within Activate and Track. Simulates real customer interactions at scale to surface friction patterns before they appear in churn data.
Flagship Program
Time to Grow

The 90-day CX Accelerator. Four phases. All five pillars.

Time to Grow is the structured program behind the CX Accelerator tier. When a client completes the Sprint first, those deliverables become the Phase 1 foundation — eliminating redundant discovery and starting the Accelerator at a higher strategic altitude.

1
Insight · Weeks 1–3Deep-dive diagnostic, baseline metrics, stakeholder alignment on CX vision
HearTrack
2
Strategy · Weeks 4–6Journey redesign, CX strategy document, team capability plan, tech stack recommendations
EngineerActivate
3
Activation · Weeks 7–10Implementation of priority initiatives, team training, process deployment, dashboard build
HearEngineerActivateResolveTrack
4
Acceleration · Weeks 11–12Measurement review, ROI documentation, governance model, handoff or retainer transition
Track
Visit timetogrow.com
Time to Grow CX Accelerator
Senior CX expertise. 90-day timeline. Working system delivered.
The Accelerator is for operators who need a working CX system — not a consultant who tells them what to do next. Every deliverable is designed to be owned and operated by your team when the engagement ends. Bi-weekly strategy calls included on both tiers.
$35K
Standard · all deliverables
$50K
Premium · + 6-month advisory bridge
30-day satisfaction guarantee on both tiers. Geographic pricing applied case by case.
Full program details
Silvia Montero Collado, Founder of Customera
About Silvia

Silvia Montero Collado

Founder, Customera · CX Consultant · Fractional CCO

20+ years of global CX leadership in tech Fortune 500 companies. The H.E.A.R.T. Framework™ was not built in a consulting firm. It was built running CX programs at scale, diagnosing what breaks when you grow, and designing the operating models that hold.

Global Head of Client Experience, Xerox. 148 countries. Built and operated CX governance at enterprise scale.

CX Program Lead, HP. 3D printing division. 81 countries. Designed CX infrastructure for a then-new product category.

MIT Professional Certificate in Leadership and Innovation. Applied directly to the H.E.A.R.T. Framework™ methodology design.

Languages. Fluent in English, Spanish, Portuguese, and French. Program delivery in English and Spanish.

Full background →
CX Intelligence Hub

Start before the Sprint.
The Hub is where the pipeline begins.

Frameworks, diagnostic templates, and playbooks built on the H.E.A.R.T. Framework™. Premium subscribers receive a 10% discount on all consulting engagements — the entry point into the Sprint without a cold conversation.

Free
$0
Lead magnets, email capture, H.E.A.R.T. Framework™ Playbook access
Single access
$49–$149
Playbooks, frameworks, and diagnostic templates per item
Best value
Premium
$490/yr
Full library access + 10% off all consulting engagements
Start here

Start with the diagnostic.
Know where the gaps are in two weeks.

The CX Diagnostic Sprint maps your full customer journey, ranks the highest-cost friction points by revenue impact, and delivers a prioritized action plan. 3–4 hours of your team's time. One decision at a time.

CX Diagnostic Sprint

A productized fixed fee engagement. Sprint fee credited toward the Accelerator on conversion. No commitment beyond the Sprint until you have seen the findings.

Book a 30-minute call See the Sprint scope

If the diagnostic does not surface gaps worth addressing, you will know before the Accelerator is on the table.