On February 20, the city of Miami became the buzzing backdrop for the first dinner of our What’s Next Series, where we bring together the brightest minds in subscription management to explore the ideas and innovations that will shape the future of the industry.

Hosted in partnership with Worldpay, the night served as more than a networking opportunity—it was a stage for thought leaders to share strategies on a crucial, timely topic: retention-first growth. 

Nick Naso, Chief Revenue Officer at Recurly, and Will Cording, Senior eCommerce Enterprise Sales Executive at Worldpay, guided the conversation for what would be a revealing discussion about the foundations of retention and scaling subscription businesses in a rapidly evolving marketplace.

Let’s review the key themes, insights, and actionable takeaways from an unforgettable evening designed to inspire businesses to elevate their retention strategies.

The shift to retention-first growth 

For years, businesses have approached growth with one primary focus: customer acquisition over everything. However, the subscription economy is witnessing a pivotal shift toward retention-first growth.  

Our latest State of Subscriptions report shows acquisition rates have declined from 4.1% to 2.8%, while 20% of new subscribers are actually returning customers. This data underscores the reality that businesses can no longer rely solely on acquiring customers. Instead, optimizing retention has become crucial for long-term growth. 

"Growth isn’t about simply acquiring customers," Naso added. "It’s about keeping them engaged, ensuring payments are seamless, and building relationships that maximize revenue over time."

🚀 Check this out: Retention is the new key to subscription growth

Additionally, failed payments are a major retention risk many businesses overlook. In fact, fraudulent transactions jumped 29% last year. Each failed payment represents lost revenue and, oftentimes, a lost customer who might never return.

Scaling globally with confidence 

Expanding globally is exciting but comes with challenges when diverse markets are involved.  71% of merchants now offer both monthly and annual payment plans, indicating that flexibility in pricing models is key for scaling worldwide. 

However, expanding globally demands much more than flexible pricing. Understanding the complexities of international payment operations can become roadblocks for businesses that don’t have the right partners. 

Over dinner, the discussion returned to a fundamental truth in subscription success: retention is no longer an afterthought. It’s the future.  By improving customer experience, offering flexible subscription options, and leveraging tools to reduce churn, businesses set themselves apart in today's highly competitive market.  

Subscription pauses surged 68% last year, showing customers might not want to cancel—they just need flexibility. If payments and retention strategies align, businesses see less churn and more long-term relationships with their customers.

What does this mean for subscription businesses? Together, Recurly and Worldpay reduce complexity while increasing profitability both by enhancing subscriber retention and bolstering payment success rates. 

🚀 Check this out: Delivering real value: How to keep subscribers engaged

Looking ahead to what’s next  

The evening wrapped up with an inspiring toast by Nick and Will, encouraging attendees to use these insights to build stronger, more resilient subscription businesses. The What’s Next Series is not just about trends or data—it’s about creating a community of leaders who are prepared to scale and succeed.

Are you ready to take the next step in transforming your business? Don’t miss out on future events in the What’s Next Series. Learn from the brightest minds in the industry, share ideas with peers, and explore the strategies driving subscription growth forward. 

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