> How am I supposed to know why customers are churning? I'm three levels removed from talking to customers when they cancel.

I'm always amused by where one job ends and another begins. It seems strange to me that every web software company in the world is looking for "full stack engineers" -- you need to be an expert at everything from CPU instructions up to the CSS3 color module and its implementation in the browsers that our users are using -- but doing research and analysis of user behavior is off-limits. That's where we're drawing the line?