B2B SaaS CX Consultancy

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

Customers cancel. You see the number, not the cause. We map the journey end to end, surface the friction draining revenue, and fix it in 90 days. Built for Series B to D B2B SaaS.

12.5%
Average revenue lost to churn
5–25×
Cost to win a new customer vs. keep one
2 wks
From kickoff to action plan
Book a diagnostic call
The H.E.A.R.T. Framework™
Five steps to turn scattered customer signals into a CX system that holds.
H
HearSee every customer signal in one place
E
EngineerFix the journey where friction costs the most
A
ActivateRoll it out across teams, tools, and process
R
ResolveCatch issues before they turn into churn
T
TrackMeasure what predicts churn, not vanity metrics
See how the framework works →
The problem

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

In plain terms: the warning signs are already in your data. They are scattered across CS, support, product, and sales, so no one sees the full picture in time.

Support ticket volume spikes 3 months before churn shows up in cohort data. Most teams see the spike. No one has a system to act on it.

NPS gets collected. No one closes the loop. The number sits in a dashboard.

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

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
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 2-week Sprint will tell you before any bigger commitment.

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
Hear: see every signal in one place

CS, support, product, and sales feedback live in different tools. We pull them into a single diagnostic view, so the warning signs stop hiding in silos.

Engineer: fix where friction costs the most

Once the signals are visible, you can prioritize. We focus the redesign on the journey stages losing the most revenue, not the loudest complaints.

Activate: roll it out across teams and tools

The step most CX projects skip, and the reason most fail. We train your teams, embed the playbooks, and align the stack so the new model holds.

Resolve: catch issues before they become churn

A clear escalation path, a fix protocol, and a feedback loop into product and CS. Failures stop turning into cancellations.

Track: measure what predicts churn

Time to first value, contact rate, first-contact resolution, escalation rate. Numbers that move before revenue does, not vanity metrics that move after.

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
AI agents that act like your customers. We use them to test journey changes, support flows, and messaging before you ship them to real users, so friction patterns surface before they show up in churn. No other CX consultancy offers this.
Flagship Program
Time to Grow

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

In plain terms: 90 days from kickoff to a working CX system, not a deck. If you ran the Sprint first, that work becomes Phase 1, and the Accelerator starts higher up the curve.

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

Not ready for the Sprint?
Start with the Hub.

Frameworks, diagnostic templates, and playbooks built on the H.E.A.R.T. Framework™. Read the work before you book the call. Premium members get 10% off any consulting engagement.

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.