Time to Grow CX Accelerator

In 90 days, your CX function
runs as a system.

Most Series B–D SaaS companies have a CS team, a support function, and a set of CX tools. What they do not have is a system that connects them. The Time to Grow CX Accelerator builds that system in 90 days, using the H.E.A.R.T. Framework™ across four structured phases.

Apply for the Program See the 4 Phases

Days to a working CX system, not a strategy document

Structured phases, each with a defined output

H.E.A.R.T. pillars applied end to end

148

Countries where Silvia has operated CX governance at scale

What it is

A 90-day program. Four phases. Five H.E.A.R.T. pillars applied end to end. Produces a working CX system operated by your team after the engagement ends.

What it is not

Not a workshop. Not a strategy report. Not a training program. Not a toolkit. The output is a deployed operational model, not a set of recommendations.

Who it is for

VP CS and CCO at Series B–D SaaS companies ($10M–$200M ARR). You have a CX function. You do not have a methodology connecting it. The team exists. The system does not.

The transformation

What changes in 90 days

The before state is not a failure. It is the natural state of a SaaS company that scaled its team faster than its systems. The Accelerator closes that gap.

Before the Accelerator

After the Accelerator

CS team is reactive. Escalations are handled case by case with no structured resolution model.

Structured resolution model. Escalations follow a defined path with ownership at every stage.

Churn shows up as a surprise in the renewal conversation. There is no early signal layer.

Churn signals surface 60–90 days before the renewal conversation. Your team acts on data, not instinct.

CX quality depends on who owns the account. No system. Individual effort only.

CX delivery is system-dependent, not person-dependent. Quality is consistent across accounts.

No one owns the full customer journey. Handoffs between teams are inconsistent.

Full journey mapped with ownership assigned at every stage. SLAs defined.

CX reporting is output-based. No leading indicators that predict retention outcomes.

CX performance dashboard tracks leading indicators that predict retention. The board can read it.

Program structure

Four phases. One working system.

Each phase has a defined output. Nothing moves to the next phase without producing what the previous phase committed to.

Weeks 1–3

Phase 1

Insight

Hear Track

Deep-dive diagnostic, baseline metrics establishment, and stakeholder alignment on CX vision. If you completed the CX Diagnostic Sprint, Sprint deliverables become the Phase 1 foundation and the program begins at a higher strategic altitude.

You have at the end of Phase 1

A structured signal map across all five H.E.A.R.T. pillars

A confirmed CX baseline with quantified gaps

A CX vision your leadership team has aligned on

Weeks 4–6

Phase 2

Strategy

Engineer Activate

Journey redesign based on Phase 1 findings. CX strategy document. Team capability plan. Tech stack recommendations. Targets set and agreed before implementation begins.

You have at the end of Phase 2

Redesigned customer journey with ownership at every stage

SLAs defined and measurable targets confirmed

A strategy document your leadership team can present to the board

Weeks 7–10

Phase 3

Activation

All 5 pillars

Implementation of priority initiatives, team training on new playbooks, process deployment, and CX performance dashboard build. This is where most internal CX projects stop. It is where the Accelerator starts producing output.

You have at the end of Phase 3

A deployed CX system, not a plan

A trained team operating new playbooks

A functioning CX performance dashboard

Weeks 11–12

Phase 4

Acceleration

Track

Measurement review against Phase 2 targets, ROI documentation, governance model handoff, and transition planning. The program ends with your team running the system independently.

You have at the end of Phase 4

A documented ROI case

A governance model that keeps the system running without Silvia

A clear decision point on retainer transition

The methodology

The H.E.A.R.T. Framework™

Five pillars. Every pillar is addressed across the 90 days. No pillar is optional, because a CX system with a gap in any one of them is not a system.

Hear

Capturing customer signals across all touchpoints. Building the intelligence layer that tells you what customers actually experience.

Engineer

Designing the customer journey with intention. Every stage mapped, owned, and measured against a defined standard.

Activate

Equipping the team to deliver on the system. Training, playbooks, and capability infrastructure that holds after the program ends.

Resolve

Building structured resolution paths. Escalations handled by a model, not by whoever picks up the ticket.

Track

Measuring what matters. Leading indicators, not lagging metrics. A dashboard the board can read without a CX interpreter.

Full H.E.A.R.T. Framework Explainer

Fit criteria

This program is built for a specific situation.

Negative positioning is a signal of operational confidence, not exclusion. The wrong-fit client is better served by the Sprint first.

This program is for you if

You are at Series B, C, or D with ARR between $10M and $200M

You have a CS function in place but no structured methodology connecting it

Churn is predictable but not yet predicted. You know it is a problem before it is quantified

Your VP CS or CCO is the primary sponsor and has executive backing

You are ready to commit four to six hours per week across the primary sponsor

This program is not for you if

You want a workshop or a training session, not a deployed system

You have not yet validated that CX is the driver of your churn

You want Silvia to hand over a framework for internal implementation without program support

You are pre-product-market fit or below $10M ARR

Executive sponsorship is uncertain. The program requires leadership alignment in Phase 1 to proceed

Not sure which side you're on? The CX Diagnostic Sprint is the right starting point. It validates the gaps before any commitment is made.

The entry point

Not ready to commit to the full program?

The CX Diagnostic Sprint is how most clients begin.

The Sprint produces a full H.E.A.R.T. baseline diagnostic, a prioritized CX gap analysis, and a readout with Silvia in two weeks. If the Sprint confirms the gaps that justify the Accelerator, you proceed. If it does not, Silvia will tell you that in the readout.

The Sprint fee is credited in full toward the Accelerator price on conversion. It is not an additional cost. It is the first phase.

Learn About the Sprint Book a Scoping Call

Who delivers it

Silvia Montero Collado

Founder, Customera · Time to Grow CX Accelerator

The H.E.A.R.T. Framework™ was built from practice, not theory. Silvia has operated CX governance at enterprise scale across 148 countries and has designed CX infrastructure for a then-new product category at HP. The Accelerator is the same methodology, delivered in 90 days.

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

20+ years of global CX leadership experience

Full Profile

The methodology

The H.E.A.R.T. Framework™ was not designed for this program. It was built running CX operations across 148 countries at Xerox. The Accelerator is the same framework, structured for a 90-day deployment at Series B–D scale.

Ready to start

Apply for the Program Book a Call First

Apply for the program

90 days from today, your CX function is a system.

Applications are reviewed on a rolling basis. The program takes a limited number of clients at a time to preserve delivery quality. Start with a 30-minute scoping call to confirm fit before any commitment is made.

Apply for the Program

No commitment at the application stage. Silvia reviews every application personally and responds within 2 business days.

Standard — $35,000 Full 90-day program. H.E.A.R.T. Workbook. Executive Scorecard. Bi-weekly strategy calls. 30-day satisfaction guarantee.

Premium — $50,000 Everything in Standard, plus a 6-month post-program advisory retainer and 2 additional stakeholder workshops.