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 vs. keep a customer
2 wks
From kickoff to action plan
Book a diagnostic call See the framework
Sprint Output Preview Illustrative
What you see in 2 weeks: friction ranked by revenue at risk.
01
Onboarding time to first value Median 18 days. Industry benchmark: 7.
12% ARR
02
NPS detractor loop never closed Tickets logged. No follow-up SLA.
8% ARR
03
Escalation rate spike, 90 days pre-churn Signal visible. No system to act on it.
6% ARR

Ranked output, action plan, and 60-minute readout.

See Sprint scope
The problem

Series B–D SaaS doesn't have a CX strategy problem. It has a measurement problem.

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
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. Detail and pricing live on each service page.

Advisor walking an executive team through a printed diagnostic, viewed from above
01 · Diagnose
CX Diagnostic Sprint
2 weeks · Full journey diagnostic

Maps your full customer journey, identifies the highest-cost friction points, and delivers a prioritized action plan.

$9,500 fixed fee
Fee credited on Accelerator conversion
See Sprint scope
02 · Build
CX Accelerator
90 days · Working CX system

Four phases. All five H.E.A.R.T. pillars. A working system, not a strategy document. Standard and Premium tiers.

$35K Standard · $50K Premium
30-day satisfaction guarantee
See program detail
03 · Lead
Fractional CX Leadership
Monthly retainer · Embedded leadership

Senior CX leadership without the full-time executive hire. Operational direction across all five H.E.A.R.T. pillars on a rolling basis.

Three sub-tiers
Starter, Professional, Premium
See sub-tiers
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.

Open laptop and notebook with stylus on a warm wood desk
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 to 4 hours of your team's time. Journey map, friction points ranked, 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.

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.

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
Read the full methodology
About

Twenty years of CX leadership at scale.

Silvia Montero Collado, founder of Customera
Silvia Montero Collado
Founder, Customera · CX Consultant · Fractional CCO

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 81 countries. Designed CX infrastructure for a then-new product category.
MIT Professional Certificate Leadership and Innovation. Applied directly to the framework methodology.
Engagement pattern
Series C HRTech, 47% reduction in onboarding time to first value over 90 days.
Diagnostic Sprint to Accelerator engagement. Q1 2026.
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 to 4 hours of your team's time.

Book a 30-minute call See Sprint scope
Not ready to book

Get the H.E.A.R.T. Framework™ Playbook

38 pages. Free. One email. The operating model the Sprint applies, in your inbox.