Tier 3 — Lead

Senior CX leadership
from month one.

A full-time CX executive costs $180K–$250K per year, takes six months to hire, and leaves the program behind when they leave. Fractional CX Leadership delivers senior operational CX direction at a fraction of that cost, with zero onboarding risk and a working methodology from day one.

Book a Discovery Call
Full-time CX executive hire
$180K–$250K
Per year in salary. Plus benefits, onboarding, 6-month ramp. If they leave, the program leaves.
Fractional CX Leadership
$36K–$96K
Per year across three sub-tiers. Operational from week one. H.E.A.R.T. Framework™ applied immediately.
Up to 75% cost reduction
vs. full-time senior CX executive hire
What this is

Operational CX leadership, not strategic advice.

This is not a consulting retainer where you get a monthly slide deck and a summary call. The scope is defined, the hours are committed, the deliverables are measurable. Silvia operates as an embedded, part-time Head of CX or Chief Customer Officer for your organization.

Scope
Defined upfront. Every sub-tier specifies hours per week, deliverables per month, and H.E.A.R.T. pillar focus. No scope creep, no open-ended engagement.
Hours
Committed weekly. You have access to a senior CX operator with dedicated time on your program, not a fractional advisor who responds when available.
Methodology
The H.E.A.R.T. Framework™ is applied across all five pillars on a rolling basis. One pillar advanced per month at Starter tier. Full pillar coverage at Premium.
Deliverables
Monthly: strategy call, written summary, one action item with measurable target. Quarterly: H.E.A.R.T. pillar review. At Premium: team coaching and board narrative support.
Ownership
You own the system. Not Customera. The governance model is built to run without ongoing dependency. This is not a subscription to a service, it is a build of a function.
Three sub-tiers

Choose the scope that matches your situation.

All three sub-tiers apply the H.E.A.R.T. Framework™. The difference is hours, depth, and commitment period. Most clients start at Professional.

Starter
$3,000 / month
3-month minimum · 5–6 hrs/week
5–6 hours per week, committed
Monthly strategy call
Async support via Slack or email
One H.E.A.R.T. pillar focus per month
Monthly written summary with action item
Access to all H.E.A.R.T. templates and tools
Book a Discovery Call
Recommended
Professional
$5,500 / month
3-month minimum · 8–10 hrs/week
8–10 hours per week, committed
Bi-weekly strategy calls
Monthly CX performance report
VoC governance and signal review
One pillar focus per month with measurable target
Quarterly H.E.A.R.T. review
Playbook development for one workflow per quarter
Book a Discovery Call
Premium
$8,000 / month
6-month minimum · 15–18 hrs/week
15–18 hours per week, committed
Weekly calls
Full H.E.A.R.T. pillar coverage, all five monthly
Team coaching and capability development
Board and investor CX narrative support
CX executive-level representation in leadership meetings
Full reporting suite and governance model
Book a Discovery Call

Pricing shown for Tier A markets. Geography-adjusted rates available on request.

How the engagement runs

A structured monthly rhythm.

Each month follows the same rhythm. You always know what is happening, who owns it, and what the next step is.

Month 1
Setup and baseline
Kickoff session. Current H.E.A.R.T. baseline confirmed. Priority pillar for Month 1 agreed. Tooling access, stakeholder introductions, and 90-day plan established.
Ongoing
Monthly pillar focus
One H.E.A.R.T. pillar advanced per month at Starter. At Professional and Premium, multiple pillars advance in parallel. Each focus area has a measurable target and an owner.
Monthly
Deliverable and summary
One concrete deliverable per month: a playbook update, a VoC summary, a process change, a training session. Written summary with what changed and what is next. No deck. No ambiguity.
Quarterly
H.E.A.R.T. review
Full pillar-by-pillar review against baseline. What improved. What stalled. What the next quarter focuses on. Executive-ready summary if needed for board or investor reporting.
Who this is for

Four situations where Fractional CX Leadership is the right answer.

Entry path 1 · Direct entry
CEO without a CX executive
Customer escalations are reaching you. CS is firefighting, not building a system. You need senior CX leadership but the $200K hire is not justified yet. The Fractional tier was built for this exact gap.
Entry path 2 · CCO planning a hire
CX leadership gap while you recruit
You have decided to hire a CX executive but the recruitment timeline is 6–9 months. The Fractional engagement bridges the gap, keeps the program moving, and produces the spec that makes the eventual hire more likely to succeed.
Entry path 3 · Accelerator graduate
Maintaining momentum after the program
The Accelerator built the system. The Fractional tier maintains it. Accelerator Premium graduates transition naturally via the 6-month advisory bridge into Fractional, with no discovery phase and no ramp-up period.
Entry path 4 · Post-Sprint
Sprint revealed a leadership gap as root cause
The Diagnostic Sprint identified that the root cause of CX failure is not a process problem or a technology problem but a leadership and governance problem. The Fractional tier addresses that directly.
Build the business case

Quantify the cost of the gap before you decide.

The ROI Calculator takes your current ARR, churn rate, and NRR and shows what your retention gap costs you per quarter. Use it to frame the Fractional investment against the cost of inaction.

ROI Calculator
Enter your current metrics to see the financial case for senior CX leadership.
Open ROI Calculator
Full client journey

The Fractional tier is the top of the journey.

Sprint → Accelerator → Fractional is the full path. Every earlier engagement reduces the onboarding cost and accelerates time to value.

Full journey LCV target
$100K–$150K+
Sprint + Accelerator Standard + Fractional Professional over 18 months.
Five full-journey clients = the Customera consultancy baseline.

Senior CX leadership from month one. No recruitment lag.

Book a 30-minute call. We will assess whether the Fractional tier is the right fit, which sub-tier matches your current situation, and whether the Diagnostic Sprint is the right starting point.

Book a 30-Minute Call
Or email silvia.montero@customera.cx with your company size, ARR, and current CX leadership situation.