Reducing Involuntary Churn with Failed-Payment Alerts

A surprising share of churn isn’t customers leaving — it’s cards expiring. When a renewal fails, the subscription quietly slips to past_due, and unless someone notices, it cancels. Synced data lets you catch it.

The signal #

When a Stripe subscription’s payment fails, its status maps to past_due on the HubSpot subscription record (hs_status). That status change is all a workflow needs.

The play #

1. Trigger: subscription hs_status becomes past_due.
2. Action: create a task for the account’s CSM and send a branded “update your card” email.
3. Escalate: if still past_due after N days, notify the owner.

Because the subscription is associated to the Company/Contact, the CSM has full context — plan, MRR, and last payment — right on the record.

Why it works #

Dunning emails alone recover some payments, but a human nudge on your highest-value accounts recovers the rest. See more example workflows you can build on synced data.