CHURN FM · 2026-02-04 · 36 min
Today on the show, we have Charles Rosenblatt, CEO of Butter Payments, providing ML AI-driven payment recovery for subscription merchants and recurring payments. Previously, Charles was CSO of Payoneer, CRO at Velo Payments, and ran treasury at D.E. Shaw during the late 90s - where managing a financial crisis taught him that outside factors can derail even the best strategies and smartest teams. In this episode, we uncover why the 14-day dunning period is an arbitrary standard that shouldn't exist - and how decoupling dunning strategy from product access unlocks smarter business decisions. Charles shares how Butter analyzes 128 variables across billions of transactions to predict payment recovery within 10 seconds, allowing companies to shut off high-cost AI users immediately when recovery is unlikely, while keeping loyal customers active when payments will clear. We explore why involuntary churn creates dangerous false signals: 30% of customers leaving might actually want to stay but have expired cards or temporary payment issues.
E304 | Why Product Delight Is No Longer Optional | Nesrine Changuel (Skype, Google, Spotify)74 / 100
E303 | Customer Success Is Dead. Meet the Growth Department.
E302 | Why 51% of Subscribers Cancel Each Year - and How to Reduce Voluntary Churn
E300 | Building Retention into Your DNA: Matthew Tharp on Churn Signals, ICP & Cold Email
EP299 | How to Build a Brand That Speaks to Robots and Humans with Susan Keplinger | Force of Nature