Welcome to another edition of Meet the Mergies, a content series that spotlights the wonderful humans who work at Merge.

Today’s edition features our head of customer success, Tok Utsunomiya.

You can read on to learn why Tok joined Merge, what he works on day-to-day, why he likes working here, and more!

What do you enjoy doing in your free time?

I love doing anything active, whether that’s running, cross training, hiking, or playing basketball. I’m also an avid reader and have recently found myself enjoying surrealist fiction and sci-fi novels. 

Finally, I’m a proud New Yorker and love to explore the city, eat great food, and obsess over the Knicks.‍

Where were you working prior to Merge?

I was at Heap for 5+ years and was an early member of their customer success team. 

I really enjoyed the experience of navigating the constant changes of a growth stage company and being able to play a role in building their CS program. Merge reminds me so much of my early days at Heap!   

What attracted you to Merge?

It came down to a few things:

• The product: The problem that Merge was (and is) solving for was really intriguing, and I wanted to work with a product that would be core to our customers’ businesses  
  

• The people: I had the chance to speak with several Mergies throughout the recruitment process and I was really impressed by the caliber of the people and the culture Merge was building 
  

• The opportunity: I was really excited by the opportunity to help build Merge’s CS team and apply everything I’ve learned throughout my career  
  

What does your typical day at Merge look like?

CS is a wide-ranging function so I don’t think there’s a “typical” day here—which keeps things exciting.  

My north star for any day is to provide a great experience for our customers and make sure we are supporting them in achieving key business outcomes. So any work I take on should in some way support that north star; this includes speaking directly with our customers, refining our CS programs, growing our team to provide better coverage for our customers, advocating for customers’ product requests, coaching the CS team, and the list goes on!

What do you like most about working at Merge?

The people and the energy!  

We’re an in-person company, so getting to feel everyone’s collective passion for building Merge every day is super energizing. I also get to work alongside some of the smartest and most hard working people I’ve ever worked with (and some of the funniest as well). 

Lastly, we work really hard but also have a lot of fun with each other, whether that’s enjoying happy hours, pickleball tournaments, karaoke events, team dinners, and more.

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