Who Really Owns Churn? A Hard Truth for Customer Success with Jeff Moss

Who really owns churn and what if the answer makes you uncomfortable? Customer success has long blamed sales or product when customers leave. In this conversation, Alyssa Nolte and Jeff Moss challenge that habit and rethink who is actually best positioned to reduce churn and drive real customer outcomes.

Jeff Moss makes a clear hot take. Churn may not always be customer success’s fault, but it is their responsibility to solve. Together, Alyssa Nolte and Jeff Moss unpack why customer success sits closest to the truth, the data, and the customer experience and why that changes everything.

If you work in customer success, sales, product, or leadership, this episode will push you to rethink how teams work together and how companies truly build durable customer relationships.

Why you should listen If churn feels like a constant fire drill at your company, this episode gives you a practical, clear-headed way to move from blame to action. It shows how rethinking ownership can unlock better deals, better onboarding, and customers who actually stay.

Key takeaways

• Customer success is in the best position to understand why customers stay or leave
• Studying successful customers matters more than only studying churned ones
• Objective customer data beats opinions, gut feelings, and internal finger-pointing

People and resources mentioned

• The Challenger Sale (book)
• ExpansionPlaybooks.com