Building the CX function that drives revenue. Before churn tells you to.

CX consulting for B2B SaaS where every customer interaction earns the next one.

Let's chat Email me See how I work →

Previously at

Loom

Mainframe

Pexapark

Fast

SaaS companies with high NRR grow 2.5× faster than their low-NRR counterparts.

That gap is what foregrain is built to close.

High Alpha · 2024 SaaS Benchmarks Report

Two engagements.

The diagnosis shapes the build. The build shapes what sticks.

01 · Sprint

2 weeks

Audit

Fixed fee

Two weeks inside your data, tickets, and team. You get a written diagnosis with ranked gaps and a sequenced roadmap. For founders who suspect churn is a symptom and want to know what's actually broken.

01End-to-end experience map

02Stack & data-flow audit

03Prioritized gap analysis

04Exec-ready written report

02 · Project

8–24 weeks

Build

Monthly retainer

Eight to twenty-four weeks shipping the stack your team can actually operate: warehouse, playbooks, tooling, onboarding. For teams with a hire in seat (or about to be) who need scaffolding around them.

01Data warehouse & customer signals

02CS, Support & Onboarding playbooks

03AI agent design, automation strategy, and quality measurement

04Activation flows that shorten time-to-value

About Matthew.

I've spent over ten years inside customer-facing teams at startups that took operations seriously. I've built entire customer journeys from zero and the systems that turn them into revenue. I moved to London five years ago and work with teams across the US, UK, and Europe.

Foregrain exists because I kept seeing the same pattern. A founder knows CX matters. They have budget for one hire. They can't justify a senior leader yet. Six months later, they're losing revenue to churn that nobody on the team can diagnose.

That gap is what I fill. You get an operator who's built this before. Your customers get the experience your product deserves. You get back to the work only you can do.

fig. 03 · Matthew Flores

Common questions.

How is this different from hiring a consulting firm?+

You work with me end-to-end. I diagnose the problem, build the fix, and sit alongside your team while we implement it. No 40-page deck that nobody opens. Just the work and the decisions that matter.

How does this work alongside the team we already have?+

I build the infrastructure and growth playbooks for whoever is closest to your customers. Whether that's a CS lead, a GTM generalist, or a new team member, they get a system that scales.

Do you help with AI implementation?+

Yes. I've built CX around autonomous agents at Mainframe, and I've run automation strategies on Intercom Fin, Plain, and Vitally.

I focus on automation for Support and augmentation for Success. One reduces ticket volume and friction. The other gives your CSMs the signals they need to retain customers.

Can you work with our engineering team on the data warehouse?+

Yes, and that's usually where the real value lands. I write the spec and the data model.
Your eng team builds it. We pair closely throughout.

Do you offer ongoing support after the Build?+

Yes, I'll optimise and provide support to make sure everything runs smoothly after delivery. Some engagements continue past Build as an ongoing fractional retainer.

A conversation, not a pitch.

Tell me where you are, what's breaking, and where you want to be in six months. If I can help, I'll say how. If I can't, I'll point you to someone who can.

Matthew Flores

Founder

matthew@foregrain.com