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Billing and subscription management

Automates subscription lifecycle management from billing events through revenue recognition, customer communication, and churn intervention. Ensures accurate revenue tracking while proactively addressing payment issues to reduce involuntary churn.

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Workflow Trigger

Subscription billing event occurs (payment success, failure, upgrade, downgrade, or cancellation)

Visual Flow

Each node represents an automated step. Connections show how data and decisions move through the workflow.

Step-by-Step Breakdown

Detailed explanation of each automated stage in the workflow.

  1. 1
    Trigger

    Subscription billing event detected

    Stripe webhook fires when any subscription billing event occurs, including successful payments, failed payments, plan changes, or cancellations. Event data includes customer ID, subscription details, and payment status.

    Stripe
  2. 2
    Action

    Update customer revenue data

    Sync billing event details to Salesforce, updating MRR, ARR, subscription status, and payment history. Create or update opportunity records for plan changes.

    SalesforceStripe
  3. 3
    Decision

    Evaluate billing event type

    Branch workflow based on event type: successful payments continue to confirmation, failed payments trigger dunning, and cancellations initiate retention workflows. Plan changes route to usage analysis.

    n8n
  4. 4
    Action

    Execute event-specific actions

    For failed payments, create support tickets and trigger email sequences. For cancellations, update churn risk scores and assign to customer success. For upgrades, notify account managers.

    ZendeskIntercomChurnZeroGainsight
  5. 5
    Action

    Update customer health scores

    Refresh customer health metrics in Gainsight based on payment behavior, subscription changes, and billing history. Flag accounts with payment issues for proactive outreach.

    GainsightChurnZero
  6. 6
    Action

    Trigger customer communications

    Send automated messages via Intercom for payment confirmations, failed payment notifications, or subscription change acknowledgments. Personalize messaging based on customer segment and history.

    Intercom
  7. 7
    Output

    Generate billing workflow report

    Compile summary of processed billing events, updated customer records, triggered communications, and any flagged accounts requiring manual intervention. Log all actions for audit trail.

    Salesforce

Outputs

  • Updated customer revenue and subscription data in Salesforce
  • Automated customer communications sent via Intercom
  • Customer health scores refreshed in Gainsight and ChurnZero
  • Support tickets created for payment issues in Zendesk

Key Metrics

  • Payment recovery rate
  • Involuntary churn reduction
  • Revenue recognition accuracy
  • Time to billing issue resolution

Tools & Integrations

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