Seconding that, holy shit I like him even more now.

"Customer success" has been creeping into biztalk lately. According to Ed Zitron it refers to that subspecies of salescritter that works with SaaS victimscustomers to ensure they keep expanding their buying.

The industry called it “field engineering” previously, and “customer support” prior to that; renames happened every time the execs heard how this portion of their business is only a cost center and can easily be done by chat bots (to which the customer success people would say, good luck with that).

It's like how "marketing" became "UX research/design"

It's just support and upsell

Usually it's the part of the org that is directly interacting with big, corporate customers. Those customers can and often do directly shape how a product works. It's like a sales team, but focused on existing customers with big contracts (that might be expanded), rather than acquiring new customers.

But admittedly, this has just been my experience. I'm sure it's probably not universally true.

in a startup model where product directly implements function requests from clients, it'd be the head of deciding which functions, sprints, priorities etc.

And/or ensuring that clients are handled well enough so they're not at risk of churn at the q3/q4 turnaround.

I'm afraid for that, as I fear you would see a lot of laughing people. The emperor knows he is naked, but he still is emperor and he sees the people pretend he has clothes. The people of the court also know the emperor is naked, but he is the emperor and they will go along with his wishes. What are they going to do? Quit?

How does the horse choose the patients?

Mulaney did a bit about how having trump as president is like having a horse loose in the hospital.

It doesn't really work on a second level for the headline though, so there's no reason for it to be there.