Jeff Conkey

Customer Success professional with a focus on data, scale, and efficiency


My background:

My main areas of interest can be summed up in three areas: customers, creating efficiency, and challenging others to learn. I'm driven by a thirst for knowledge, and leveraging that knowledge to improve systems.

I began at Google as a founding member of the first AdSense Customer Success team, before CS existed as a field. I worked with an elite team to tread new ground defining what Customer Success at Google meant.

As the team was maturing from its nascent state, we began to realize the importance of data and analytics as a core piece of our model. Without engineering support for tools to aid us, we built our own customer database as well as a CRM. Due to my strong innate curiosity, I taught myself SQL and MS Excel to become the data lead for our team, driving all data analysis to inform our KPIs and targets.

I moved into leadership within the team, where I discovered a passion for guiding and mentoring. I designed training programs for new hires, helping develop their sales and account management skills as well as fostering their career growth and experience via projects tailored to their individual interests.

At Etsy I applied and extended upon the principles I'd learned to build out Etsy’s first scalable, revenue-focused Seller Success team. Etsy had a large seller base, but with their focus lying heavily on the individual seller, scalable optimization had never before been attempted. From scratch I designed the strategy, KPIs, outreach model and the underlying data model to reach all new Sellers and improve their understanding of the platform as well as their performance. Through testing and iterations, we developed the first proven revenue-oriented model at Etsy.

I furthered my appreciation for management and helping others when I hired my own team of 4. I challenged them to each own part of the development of a world-class education and success program. Participating in the growth and excitement of each member of my team has been the single most rewarding experience of my career.

Since Etsy, I've been building and optimizing teams in new industries and environments. Venturing into the unknown with only my previous experiences to guide me has been a hugely valuable learning process.

I continue to be pushed by my desire to learn, and in so doing I strive to have a large and lasting impact on the companies, teams, and people I work with.


Hobbies and Interests:
  • Camping, Hiking, Outdoors
  • Running, Crossfit
  • Golf
  • Hunting
  • Poker
  • Reading
  • Human behavior and psychology

Education

  • BA, Economics
  • Stanford University
  • Stanford, CA
  • Graduated 2005
  • Varsity Track and Field, 400m
  • Magna Cum Laude
  • Jesuit High School
  • Carmichael, CA
  • Graduated 2001
  • Math and science honors
  • School records in 400m, 200m, 4x400m

Work experience

  • October 2023 - Present
  • VP of Business Insights & Analytics
  • Integral Ad Science
  • New York, NY
  • Run BI for Revenue, Finance, Product, and C-Suite teams
  • Design and inform Data Governance across the organization
  • Provide Novel Insights to improve internal processes and Sales efficiency
  • November 2020 - October 2023
  • Sr. Director of Business Operations
  • Integral Ad Science
  • New York, NY
  • Developed Sales strategy
  • Implemented revenue reporting
  • Modeled Sales Quotas
  • July 2017 - September 2020
  • Sr. Director of Operations & Customer Success
  • Chartio
  • San Francisco, CA
  • Member of the executive team, contributing to overall company strategy and execution
  • Leading teams of CS managers, CS engineers, support and onboarding
  • Key focus on customer retention, growth and education across all segments
  • June 2016 - July 2017
  • Director of Operations
  • Advisory Cloud
  • Novato, CA
  • Streamlined existing processes and improved efficiency of Marketing, Sales and Customer Service teams
  • Built Customer Success team from the ground up
  • Standardized data for clear and accurate reporting
  • April 2015 - November 2015
  • VP of Customer Success
  • Gooten
  • New York, NY
  • Built Makeable’s Customer Success program from the ground up
  • Developed onboarding, customer visibility and knowledge base
  • Mapped partner lifecycle and defined milestones, touch points and key metrics
  • July 2012 - August 2014
  • Senior Manager, Seller Success
  • Etsy
  • Brooklyn, NY
  • Developed Etsy's first scalable, revenue-oriented seller facing team
  • Created a 3-pronged structure for segmented education for new sellers
  • Designed and implemented Vertica tables for reporting and to inform segmentation
  • April 2010 - April 2012
  • Advertising and Business Analytics Manager
  • Docstoc
  • Santa Monica, CA
  • Led advertising optimization and strategy, responsible for up to 80% of company revenue
  • Coded, implemented and analyzed ongoing A/B tests for AdSense and subscription conversion
  • Drove email marketing strategy for retention and acquisition
  • June 2005 - April 2010
  • Team Lead - AdSense Customer Success
  • Google
  • Mountain View, CA
  • Founding member of Google's first Customer Success team
  • Learned SQL and MS Excel to lead data analysis for the entire team
  • Grew revenue with existing publishers - over $50 million BOB

Contact information