IMHO all these companies are flooded with account managers, sales, customer success, BDR, when they could just let customers choose their own plans, upgrade freely, etc, instead of "schedule a call with our team"
Before the change, the company was really struggling to attract blockbuster customers. The growth strategy was (and still partly is) to have startups get hooked early by the quality and just never leave as they grow. For the longest time their biggest customer by faaaaar was Uber, and that happened because both companies were created and grew together. Once the hands-on outreach started, they started getting meaningful revenue from giant multinational banks and manufacturers that have a ton of money but, frankly, don’t empower their developers to choose the best tools for the job.