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Tok
Utsunomiya
Head of Customer Success
Merge
Tok is the Head of Customer Success at Merge, where he leads teams focused on helping customers successfully implement and scale integrations within their products. He brings nearly a decade of experience in customer success, account management, and enterprise partnerships across high-growth technology companies. Prior to Merge, Tok held multiple leadership roles at Heap, where he built and managed customer success teams supporting enterprise clients. He began his career at Bloomberg LP as an Account Manager and Consultant, developing a strong foundation in client strategy and relationship management.
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10 March 2026 15:45 - 16:15
How B2B success teams are moving faster with AI
B2B customer success teams are expected to drive retention, expansion, and customer outcomes while operating with tighter resources and increasing complexity. This session explores how customer success teams are using AI to move faster, stay proactive, and scale high-quality support without losing the human touch. What you will learn: - Where AI is delivering the most value across B2B customer success today - How teams are using AI to spot risk earlier and prioritize the right accounts - Practical examples for onboarding, adoption, and customer communications - How to implement AI responsibly and measure impact over time