Subscriptions & Billing Pipeline

1. What is this?

The Billing & Subscriptions Pipeline tracks each customer's payment status so you can clearly see who’s active, who’s at risk, and who has churned. Each stage reflects a different billing condition and can trigger automations to help you follow up — before it’s too late.

2. Why we made this?

Payment failures and silent cancellations are major churn risks — and they’re easy to miss without a system in place.
This pipeline helps you:

• Catch billing issues early

• Follow up automatically

• Reduce failed payments

• Recover potential churns

• Keep your subscription revenue healthy

3. How to use this?

You’ll find this pipeline under Pipelines > Subscriptions & Billing.
It includes the following stages:

🔹 Active Subscription

Customers with an active, paid subscription.
Use Case: Send thank-you messages or offer loyalty rewards.
✅ Automation: Send feature adoption tips or success call invites.

🔹 Subscription Payment Failed

Payment attempt failed for a recurring subscription.
✅ Automation: Trigger a “Payment Failed” reminder email to the customer.
✅ Internal Notification: Alert your team to follow up.

🔹 Subscription Churned

Customer canceled or didn’t renew.
✅ Automation: Trigger a win-back sequence, a satisfaction survey, or a “what went wrong?” follow-up.

4. Bonus: Upcoming Renewal Trigger

GoCSM now includes an Upcoming Renewal trigger that fires 7 days before a customer’s plan renews.
This gives you time to:

• Send reminder emails

• Reconfirm value

• Offer check-ins or renewal bonuses

• Catch drop-offs before they happen

✅ Enable this under:
Automations > Customer Touch > E. Financial Management > 1. Payments > 5. Customer Upcoming Payment

In-app notifications will also appear inside GoCSM to alert your team.

5. Who’s this for?

• CSMs who want to stay ahead of payment issues

• Agency owners who want visibility on churn and payment trends

• Support teams who need a simple, reliable billing follow-up process