companies that start out as "bottoms up developer adoption" often end up making most of their money off of larger deals. and that necessitates creating "premium support" programs that you can pay for. which is very uncomfortable for the bottoms up brand https://stripe.com/support-and-services

the tension between "brand and bottoms up is our lead gen" and "enterprise is our revenue" has pervaded pretty much every company i've worked at. from product prioritization to marketing to recruiting. if you squint, you can find ugly stuff even at your favorite brands

pretty uncomfortable to say "we don't care as much about your experience because you're worth less money to us" which is the implicit philosophy behind premium support. but how could you possibly run a business any other way

and man, i *really* would not want to be the PM on this. life for that individual has got to be a constant struggle. almost as bad as being the PM for literally anything not compute or data warehouse at a cloud provider

it is no coincidence that this page on the stripe site hasn't yet been updated to the new designs