Why This Job is Featured on The SaaS Jobs
Freshworks operates in the enterprise SaaS space, where adoption is won or lost in the details of implementation, integrations, and change management. An Associate in Product Adoption sits at that critical junction between a platform’s capabilities and how customers actually operationalize it, especially in service management and support workflows. The role is notable because it blends onboarding ownership with hands-on troubleshooting, reflecting how modern SaaS companies treat implementation as an extension of the product experience rather than a one-time setup.
For a SaaS career path, this kind of position builds durable range across post-sales fundamentals: translating requirements into configuration, guiding UAT, and turning recurring issues into documented knowledge. Exposure to REST-based integrations and common enterprise tooling such as ServiceNow or Jira also strengthens portability across B2B SaaS ecosystems, where interoperability and time-to-value are persistent themes. The reporting and technical health focus adds a practical lens on how SaaS teams monitor adoption signals and risks.
This role tends to suit professionals who like structured problem solving and clear ownership from intake to resolution, while collaborating across internal teams. It also aligns well with someone comfortable operating in customer-facing contexts and working US shifts to support global accounts.
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
Customer Onboarding & Solutioning: Take full ownership of the onboarding lifecycle by analyzing customer requirements and implementing world-class solutions. Guide clients through User Acceptance Testing (UAT) and share industry best practices to ensure successful adoption.
Technical Issue Resolution: Research, diagnose, and troubleshoot customer technical issues. Own the problem from the initial report through to resolution, ensuring proper recording, closure, and escalation to internal teams when necessary.
Training & Enablement: Act as a product expert to provide comprehensive training to customers. contribute to the internal and external knowledge base by authoring technical notes and help articles.
Operational Excellence: Prepare accurate, timely reports on customer status and technical health. Collaborate cross-functionally to solve complex business and technical problems.
Qualifications
Experience: Minimum of 2–4 years in the software/tech industry. Prior experience in Customer Support within an enterprise software organization is highly preferred.
Domain Expertise: Hands-on experience with product implementation is required, specifically with tools like ServiceNow or Jira. Knowledge of SaaS business models, ITSM, and ITIL frameworks is a significant plus.
Background: An engineering background is preferred but not required.
Availability: Must be willing to work in US shifts to support global clientele.
Skills
Technical Stack: Proficiency in front-end programming (HTML5, JavaScript, jQuery, CSS) and a solid understanding of general programming concepts and technology stacks.
Integrations: Strong understanding of cloud system integrations, specifically utilizing REST APIs.
Soft Skills: Exceptional written and verbal communication skills. You must be a fast learner capable of mastering new SaaS products quickly.
Work Style: Proven time management skills in a dynamic environment with the ability to work collaboratively across teams.
Impact You Can Create
Drive Customer Success: By bridging the gap between technical requirements and business goals, you will directly influence customer satisfaction and retention.
Accelerate Time-to-Value: Your efficient onboarding and training will help customers realize the value of the product faster.
Shape Product Quality: By documenting solutions and diagnosing root causes, you will provide critical feedback that helps improve the product and the self-service knowledge ecosystem.
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.
