Renewal Reminder – 60-30-7 day cadence, with a CSM handoff.
A subscription-renewal flow that surfaces upcoming charges in three windows: 60 days out (planning), 30 days out (decision), and 7 days out (last call). Pending or at-risk renewals route to a customer success manager before the charge fires.
The flow
Triggered off the renewal date in the Stripe subscription. Reads the customer health score in the CRM at every step. Pending or red customers branch off to a CSM ahead of the auto-charge.
Renewal date in 60 days
Daily check against Stripe subscription end-date. Customers within the window enter the flow, tagged renewal-window.
Email 1 – “your renewal is on the calendar”
Plain language summary: amount, term, and a one-click “any questions” link to the success team.
Customer health score?
Reads from the CRM. Green = automatic. Yellow = nudge. Red = CSM handoff.
Email 2 – 30-day reminder, value recap
Pulls usage stats from the product. Shows the customer what they have used, what they have shipped, what is next quarter.
Slack handoff to assigned CSM
Fires a Slack message into the success channel, tags the assigned CSM, includes the health score and last-30-day usage snapshot.
Email 3 – 7-day reminder
Single line: “your renewal is in 7 days, here is the receipt format you will get”. Small but kills surprise-charge support tickets.
Renewal fires – tag and route
On successful charge, customer enters the post-renewal expansion track. On failed charge, hands off to dunning with a written note from the CSM.
Replaces “surprise renewal” support tickets with a CSM intervention window.
The problem this solves
Auto-renewals that hit the credit card without a heads-up generate refund requests and chargebacks. The 60-day cadence trades a small risk of cancellation for a much smaller volume of angry support tickets.
The behavior change
Healthy customers get a quiet, branded reminder. At-risk customers get a real conversation with their assigned CSM, scheduled before the charge. Surprise charges fall to near zero.
Where it plugs in
HubSpot watches the Stripe webhook for subscription dates. The Slack handoff is a single Make scenario that posts into the success channel with the right context.
Numbers we’d expect to see.
- CSM handoff intervenes before the charge fires; saves cancellation, not just refund.
- 7-day “here is the receipt format” email is the single biggest ticket-reducer.
- Health score read at the 30-day mark, not at the moment of charge – room to act.
- Failed charges hand off to dunning with a written CSM note, not a generic dunning email.
Numbers are illustrative ranges from comparable builds. Actual lift depends on your list, baseline metrics, and the surrounding lifecycle.