Shelby Collinson

About Shelby Collinson

I am someone who genuinely loves what I do, building strong teams, supporting clients, and creating structure that helps people and businesses grow. My background is in digital marketing and client success, with a focus on operations, leadership development, and creating systems that make work clearer and more efficient.Today, I lead a 25+ person Client Success organization made up of six teams. I have helped grow and restructure the department, develop new managers, and create a culture where people feel supported, confident, and equipped to succeed. Relationships are at the center of my work. I focus on understanding goals, bringing clarity to complex situations, and finding solutions that move both clients and internal teams forward.Innovation and continuous improvement guide much of my work. Over the past year, I have introduced and tested AI agents to reduce manual workload, built internal documentation used across the company, refined cross-department collaboration, and updated guidelines to support scalable, consistent work. I also bring experience from event and experiential marketing, where I managed large-scale events and partnered with brands to create meaningful, memorable experiences.Outside of work, you will usually find me traveling, capturing new places through photography, especially drone photography, or planning my next creative project. I would love to connect and talk about leadership, digital strategy, experiential marketing, photography, or how to build teams and systems that actually work.

Experience

1. Director of Client Success

   Intrinsic Digital Brands

   May 2023 — Present

   I lead a 25+ person Client Success organization across six teams, each supporting different parts of the business. My work focuses on building strong teams, improving operations, and creating the structure and clarity needed for people and clients to succeed.What I do:Oversee the full CS department, including account management, onboarding, and CS support teams.Develop managers and emerging leaders through coaching, feedback, and clear performance expectations.Strengthen long-term client relationships through consistent communication, strategic guidance, and problem-solving.Build internal documentation and training systems used across the entire company.Introduce and test AI agents to streamline internal processes, reduce manual work, and support team scaling.Lead cross-department collaboration with Sales, Onboarding, Marketing, Creative, and Product.Update internal guidelines, workflows, and communication standards to support consistent, scalable work.Key results:Successfully grew the department from 6 to over 25 team members with a clear team structure and leadership layers.Reduced onboarding timelines and improved delivery efficiency through refined processes and documentation.Increased client retention by elevating account management consistency and proactive communication.Improved internal alignment and reduced friction across teams through updated systems and workflows.Skills used:Team leadership, operational strategy, AI enablement, process optimization, relationship management, cross-functional alignment, digital marketing, geofencing, CRM and project management systems.

Education

• Huntingtown High School

  High School Diploma

  2009 — 2013

• West Virginia University

  Bachelor of Science - BS, Strategic Communications

  2013 — 2017

Skills

• Strategic Communications
• Project Management
• Research
• Microsoft Powerpoint
• Microsoft Word
• Powerpoint
• Microsoft Excel
• Social Media
• Digital Photography
• Public Relations
• Leadership
• Public Speaking
• Adobe Photoshop
• Microsoft Office
• Photoshop
• Management
• Yodeling
• Social Media Marketing
• Women's Studies
• Customer Service