[jrockway]

This was my main takeaway from the article. Call a spade a spade. "Square's Government Fear team spoke with Monica yesterday, and she now knows the reason."

It's completely legitimate for a corporation to be afraid of the government, and have a team to manage risks. It's not legitimate to call stealing $14,000 of someone's money "customer success". What Square's team did was fail the customer. That's not success.

[SpicyLemonZest]

The name is what it is. How would you feel if your company went to the media and made up some nasty name for your team because the real one sounds too positive?

[jrockway]

I think everyone should be accountable for their role. If you're on the "customer success team" but you can't help customers, that probably feels pretty bad.