Why This Job is Featured on The SaaS Jobs
Product adoption roles sit at the centre of the SaaS value loop: acquisition only matters if customers activate, learn workflows, and keep using the product. This Specialist position is notable because it blends enablement delivery (webinars and training) with structured onboarding and content creation—work that directly shapes how customers experience a multi-tenant SaaS platform at scale. The inclusion of ITSM concepts and admin-facing training suggests a product used in operational environments where implementation quality strongly influences retention.
For a SaaS career, the long-term upside is developing repeatable adoption motions that can be applied across products and customer segments. Building persona-based materials, running live sessions, and feeding insights back to Product and Customer Success are practical ways to learn how SaaS teams reduce time-to-value and prevent churn. The technical scope—networking fundamentals, APIs, and identity systems—also builds a foundation for bridging business outcomes with real-world deployment constraints.
This role tends to suit professionals who enjoy being customer-facing while staying close to product mechanics. It fits someone comfortable translating technical detail into clear guidance, iterating on content based on questions and usage patterns, and coordinating across functions without relying on formal authority.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Company Description
Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
There’s another option. Freshworks. With a fresh vision for how the world works.
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
Fresh vision. Real impact. Come build it with us.
Job Description
We’re seeking a dynamic Specialist in Product Adoption who excels at driving impactful customer engagements through webinars, tailored training sessions, and compelling content development. You will play a key role in accelerating product adoption and maximizing customer success.
Key Responsibilities:
- Content Development: Create high-quality, informative, and user-friendly webinar content, presentations, and educational resources tailored to customer segments and personas.
- Tailored Customer Onboarding: Provide customized onboarding experiences, offering strategic insights and best practices to ensure immediate and ongoing product value realization.
- Product Training & Enablement: Deliver clear, interactive product training sessions for IT administrators and end-users, ensuring comprehensive understanding and maximized adoption.
- Proactive Customer Support: Identify and address customer challenges proactively, collaborating cross-functionally to resolve issues swiftly and ensure seamless user experiences.
- Cross-team Collaboration: Work closely with Product, Customer Success, Sales, and Enablement teams to continuously refine adoption strategies, ensuring alignment and effectiveness
Qualifications
- Minimum of 4+ years of work experience, with prior experience in Solution Engineering, Onboarding, SaaS product Implementation or other closely related functions highly preferred.
- Strong communication and presentation skills, capable of conveying technical concepts clearly to diverse audiences.
- Technical proficiency, including:
- ITIL certification or equivalent knowledge of IT service management.
- Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, firewalls).
- Familiarity with APIs and identity management systems like Active Directory.
- Excellent problem-solving abilities, with a proactive approach to identifying and mitigating customer challenges.
Skills Inventory
- Tailored customer onboarding & enablement
- Strong communication & presentation skills
- ITIL / ITSM knowledge
- Networking fundamentals (TCP/IP, DNS, VPN, firewalls)
- APIs & identity management (e.g., Active Directory)
- Customer problem-solving & issue resolution
- Cross-functional collaboration
Additional Information
At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.
