Josh Falling
Customer Success Manager | Data-Driven Success
- Role
- Store Sales Manager at City Mattress
- Location
- Webster, NY, US
- LinkedIn followers
- 500 followers
About Josh Falling
Certified Customer Success Manager (CCSM Level 5) with 10+ years of proven experience drivingcustomer retention, expansion revenue, and product adoption through data-driven relationshipmanagement and strategic account planning. Demonstrated expertise in reducing churn, improvingcustomer health scores, and increasing Net Promoter Score (NPS) by leveraging advanced analytics(Power BI, SQL, Python) to deliver actionable insights. Skilled in customer lifecycle management,onboarding excellence, and cross-functional collaboration to ensure customers achieve measurablebusiness outcomes and sustained long-term success.What sets me apart is my unique combination of technical data science expertise and proven business acumen, evidenced by achieving a top 5% national sales ranking while simultaneously implementing data-driven optimization strategies that improved conversion rates and streamlined multi-platform operations. This dual perspective allows me to bridge the gap between technical capabilities and business objectives, ensuring that analytical solutions not only demonstrate strong model performance but also deliver tangible value to stakeholders.
Experience
Store Sales Manager
Dec 2017 — Present · Rochester, NY, US
Cultivate and maintain customer accounts through strategic relationship management, drivingsatisfaction, retention, and repeat business- Present data-driven insights on product performance and customer trends to leadership, directlyinfluencing strategy and engagement initiatives- Develop and facilitate comprehensive onboarding programs for new staff, ensuring consistentservice quality and effective technology utilization across stores
Education
Anderson University
Bachelor of Arts, Religion/Religious Studies
2005 — 2009
TripleTen
Data Science
2024 — 2025
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