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