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Wow. I hadn't seen that at all. That's simply reflective of the enterprise-focused path they've been on for the last few years. Micro-ISVs and SMBs don't pay real money for community software only the big guys do.

This also explains why we're seeing services like KISSmetrics, Dropbox for Teams, etc. moving to annual, pre-paid pricing rather than monthly with free versions

Yes exactly - churn rates too high, free versions not converting to paid, et al. And for companies like KISSmetrics and Dropbox, those free customers come with an infrastructure cost that goes up fairly linearly with the number of customers you add. Tough going if you can't convert from free to paid. And then you add high monthly churn rates and, ugh, you're in a world of hurt.

They are adding Success Services / access to their customer success team. Any idea what this looks like ? A consultancy service or general support ?