Steve Arentzoff from FlexPay joins Retention Ranch to unpack one of the most overlooked retention killers in SaaS: failed payments. FlexPay tackles involuntary churn with AI-driven recovery systems that protect subscription revenue without sacrificing customer experience. Steve explains how up to 50% of churn can stem from billing failures, why recurring payments are flagged as high-risk by banks, and how CX and finance teams can partner to reduce friction and build trust. If your team owns customer retention and you're not thinking about payment failure as a product experience, this episode is your wake-up call.