Sony Popuri
Rapid City
Summary
Results-driven professional with a proven track record of successfully executing strategic initiatives to meet company objectives over the past six years like Google, Meta and Amazon and many big logo clients. Certified as a Customer Success Manager (CSM) from the Success Coaching association. extensive experience in setting clear goals and milestones for customers, overseeing product implementation, and leading onboarding processes. Proficient in several tools including Salesforce, ChurnZero, JIRA, Zendesk, Asana, Totango, Microsoft and Excel
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Concentric AI
Rapid City, SD
10.2025 - Current
- Own the entire post sales process including Onboarding, Implementation, Techinical Support, Upsells and Renewals.
- Established key performance indicators to measure customer success effectiveness and improve retention rates.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Collaborated with product teams to align customer requirements with development initiatives.
Client Success Manager II
Second Nature
Rapid City, SD
01.2025 - 10.2025
- Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
- Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Streamlined communication between clients and internal teams for smoother project execution.
Strategic Relationship Manager
Intellum
01.2024 - 11.2024
- Managed and nurtured relationships with enterprise clients such as Google, Meta, and Amazon, delivering expert guidance and overseeing a book of business valued at $5.8 million.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Boosted client portfolio growth, identified cross-selling and upselling opportunities through detailed needs analysis.
- Strengthened client relationships through regular, personalized communication, ensuring high levels of client satisfaction and retention.
- Facilitated seamless communication between clients and service departments, ensuring timely resolution of issues.
- Identified new business opportunities through diligent market research and analysis, contributing to increased revenue growth.
Enterprise Customer Success Manager
Intellum
07.2021 - 12.2023
- Managing 5 Enterprise Google accounts with $1.4M ARR
- Executed and oversaw learning program initiatives and business strategies with customer leadership teams across multiple stakeholders and partners
- Part of the Enterprise team to maintain the 100% retention rate for the Alphabet-Google customer base
- Had conversations with the stakeholders by establishing objective key results (OKR) and key performance indicators (KPIs) to demonstrate results for their initiatives
- Fostered cross-functional collaboration with Product, Engineering, Support, and PMO team to deliver quick results for the Customer
- Built relationships with customers to establish long-term business growth
- Demonstrated products to show potential ROI for the customers benefits and advantages and encourage purchases
- Resolved problems with high-profile customers to maintain relationships and increase return customer base
- Managed accounts to retain existing relationships and grow share of business
- Collaborated with upper management to implement continuous improvements and exceed team goals
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations
- Maintained up-to-date knowledge of competitor products and pricing in market served.
Customer Success Manager
Property Meld
11.2018 - 06.2021
- Established strong relationships with key customers, resulting in increased customer loyalty.
- By cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs
- Attended staff sales meetings to discuss developmental strategy, best practices, and process improvements
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
Process/Manufacturing Engineer, Receiving Manager
B9 Creations, LLC
10.2013 - 11.2018
- Managed accounts to retain existing relationships and grow share of business
- Collaborated with upper management to implement continuous improvements and exceed team goals
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations
- Maintained up-to-date knowledge of competitor products and pricing in market served
- Managed and created technical documents for manufacturing procedures
- Used lean manufacturing skills to improve factory processes and make them cost-effective
Education
Bachelor of Science - Engineering Management
SOUTH DAKOTA SCHOOL OF MINES AND TECHNOLOGY
Rapid City, SD05-2013
Bachelor of Science - Electronics And Communications Engineer
JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY
India05-2008
Skills
- Portfolio Growth
- Key Performance Indicators
- Customer account management/Strategic Planning
- Customer retention/relations
- Account management / Relationship management
- Business planning / Customer Success Plans
Certification
Customer Success Manager I, II, and III
- Six Sigma Green Belt Certification
Timeline
Customer Success Manager
Concentric AI
10.2025 - Current
Client Success Manager II
Second Nature
01.2025 - 10.2025
Strategic Relationship Manager
Intellum
01.2024 - 11.2024
Enterprise Customer Success Manager
Intellum
07.2021 - 12.2023
Customer Success Manager
Property Meld
11.2018 - 06.2021
Process/Manufacturing Engineer, Receiving Manager
B9 Creations, LLC
10.2013 - 11.2018
Bachelor of Science - Electronics And Communications Engineer
JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY
Bachelor of Science - Engineering Management
SOUTH DAKOTA SCHOOL OF MINES AND TECHNOLOGY