Strategy and Solutions
The client was a B2B SaaS company offering workflow automation software used by over 8,000 global customers. Their subscription model relied on monthly and annual recurring payments processed through a legacy billing engine tied to a single payment gateway. As the company scaled, leadership noticed a troubling pattern: a large portion of churn wasn’t due to customer dissatisfaction—it was due to failed recurring payments.
The business had reached $40M ARR, but its growth plateaued because of rising involuntary churn. Engineering teams were focused on product development and had little bandwidth to overhaul the payments system. Customer success teams were overwhelmed with billing-related tickets, while finance teams manually reconciled payment failures every month. The company partnered with Zymr to modernize its recurring payments, strengthen retention, and create a frictionless billing experience for customers.
The engagement surfaced multiple structural, technical, and operational gaps that directly affected revenue retention and customer trust.
High Involuntary Churn (8% Monthly)
The billing platform frequently failed recurring charges due to expired cards, insufficient funds, outdated customer information, or gateway downtime. There was no retry logic, no pre-expiry alerts, and no self-service tools for customers.
Single Gateway Dependency
Just like many mid-growth SaaS firms, the client relied entirely on one payment processor. Any temporary outage resulted in mass failures across subscriptions.
Outdated Billing Engine
The billing engine lacked:
This created both engineering constraints and operational overhead.
Poor Customer Communication Workflows
Failed payments triggered vague system-generated emails that often landed in spam. Customer success teams spent hours manually reaching out to customers to prevent churn.
Manual Reconciliation Pain
Every month, the finance team manually exported, reviewed, and cleaned payment failure reports. This process was slow, error-prone, and disconnected from real-time insights.
Compliance & Security Gaps
The client needed better alignment with PCI DSS, as payment data flows were expanding across environments without standardized policies.
Zymr’s partnership helped the SaaS company transform a major hidden revenue leak into a competitive advantage. The combination of modern billing architecture, multi-gateway resilience, advanced dunning, and customer-centric workflows turned billing from a backend function into a strategic growth lever.
The company now benefits from:
The transformation delivered quantifiable improvements across revenue, operations, and customer experience.
Revenue Recovered Increased by 41%
The intelligent dunning workflows and expanded payment options recovered revenue that was previously lost every month.
Global Payment Reliability Improved
Multi-gateway routing increased successful renewals across internaional customers, especially in EU and APAC.
Customer Satisfaction Boost
Renewal-related complaints decreased sharply, while NPS among subscribers improved due to seamless billing experiences.
Faster Financial Forecasting
Finance teams could now forecast ARR and churn trends with high accuracy.
Reduced Engineering Overhead
The new modular billing engine reduced billing-related engineering requests by 50%.
Improved Investor Confidence
With predictable recurring revenue and reduced churn, the company strengthened its valuation narrative and growth forecast.
Higher Expansion Revenue Potential
A more reliable billing experience increased the success rate of upsells and plan upgrades.
Compliance Readiness
Improved data governance and PCI alignment prepared the client for audits and enterprise security questionnaires.
Zymr delivered a full-stack recurring payment optimization program combining engineering, automation, billing intelligence, and revenue operations enhancements.
Modernizing the Billing Infrastructure
Zymr replaced the legacy billing engine with a new microservices-based architecture supporting:
This ensured consistent handling of renewals, upgrades, downgrades, proration, and refunds.
Implementing Intelligent Dunning Workflows
Zymr designed a multi-stage dunning engine with:
This replaced static, generic retry processes with adaptive, data-driven mechanisms.
Adding Self-Service Payment Management
To empower customers, Zymr built:
This significantly reduced dependency on customer support teams.
Expanding to Multi-Gateway Architecture
Zymr integrated additional gateways such as:
Transactions were routed intelligently depending on currency, region, and historical success rates.
Automation for Finance and Support Teams
We implemented:
Customer success teams were notified automatically when high-value accounts had upcoming billing risks.
Security & Compliance Enhancements
Zymr aligned the billing processes with PCI DSS standards by implementing:
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