SMB Customer Operations & Intelligence Strategist

Overview We are seeking an SMB Customer Operations & Intelligence Strategist to support a high impact customer intelligence and advocacy team focused on understanding the needs, experiences, and sentiment of small and medium sized businesses. This role sits at the intersection of customer intelligence, editorial strategy, storytelling, operations, and stakeholder engagement . The ideal candidate can take qualitative customer signals and turn them into clear, compelling intelligence that informs product, marketing, and business decisions. They will also own key operational workflows, produce customer storytelling assets, coordinate listening sessions, and continuously improve how insights are delivered and acted upon. This is a highly cross functional role for someone who combines strong narrative instincts with operational rigor and is comfortable presenting to senior stakeholders. Key Responsibilities Customer Intelligence & Editorial Strategy Own the editorial strategy, narrative direction, and end to end production of recurring customer intelligence reports Synthesize qualitative customer feedback into concise, actionable insights and recommendations Produce topic specific intelligence reports and support recurring customer sentiment reporting Evaluate whether intelligence outputs are driving engagement, connections, and business decisions Recommend and test new formats and approaches based on stakeholder needs and effectiveness Prioritize topics for deeper analysis in partnership with community and insights partners Cross reference customer findings with research, product roadmaps, marketing priorities, and go to market initiatives Present findings and recommendations to cross functional and leadership audiences Customer Storytelling & Video Production Develop compelling customer narratives for internal product, marketing, and leadership audiences Produce and edit video content using Descript or similar tools Select customer moments, sequence content, and create cohesive narrative arcs Develop and evolve a library of written, video, and audio customer stories Package customer voice assets for leadership briefings, product reviews, and planning sessions Experiment with new storytelling formats based on audience feedback and engagement Listening Sessions & Customer Programs Support live customer listening sessions, including recording, timing, flow, and host coordination Manage stakeholder invitations, calendars, communications, and session tracking Improve listening session formats, customer recruitment strategies, and question design Build relationships with internal teams consuming customer insights and adapt outputs to their needs Operations, Intake & Partner Coordination Manage and prioritize a high volume of incoming customer activation and intelligence requests Coordinate scope, timelines, deliverables, and expectations with cross functional partners Recommend appropriate activation approaches based on business needs, research priorities, and upcoming initiatives Continuously improve intake and triage processes for efficiency and stakeholder experience Coordinate execution across community and program partners while escalating strategic decisions as appropriate Stakeholder & Center of Excellence Support Build relationships with stakeholders across Product, Product Marketing, Sales Enablement, Business Marketing, and related teams Help develop standards and best practices for customer intelligence across the organization Support initiatives such as recurring intelligence briefs, insight to action tracking, and reporting standards Identify opportunities to connect customer insights to product, marketing, and business decisions Systems & Repository Management Maintain the quality and integrity of customer proof points, stories, and intelligence repositories Manage product and guidance mapping and recurring partner updates Maintain customer signup and data workflows Track insights through to actions, decisions, and outco…