Reformed salesperson here: bullshit. Atlassian famously eschews the exact sales teams whose job it would be to manage direct customer comms in an outage like t

Reformed salesperson here: bullshit. Atlassian famously eschews the exact sales teams whose job it would be to manage direct customer comms in an outage like this one, and to be the lightning rod for the understandable customer frustration. In the past, I've been the guy that gets the angry text message from the customer and has to carefully paper over the gaps in communication from higher ups. It's not fun being the neck that gets choked. The complete lack of meaningful communication for so long indicates to me that Atlassian doesn't have a meaningful feedback mechanism from the field back up to the executive suite - the exact feedback mechanism that Sales and Sales Engineering teams fill in most SaaS orgs. Customer Success should fill that role, but IME don't have the same incentives, pressure or influence as sales teams watching half their yearly comp go down the pipes.