Why This Job is Featured on The SaaS Jobs
### Why this Role is Featured on The SaaS Jobs
Product adoption work sits at the intersection of customer outcomes and product strategy, and this Specialist role is a clear example of that SaaS-critical function. Freshworks operates in CX and IT service management software, where time-to-value, admin enablement, and repeatable onboarding motions materially influence retention and expansion. The emphasis on webinars, training, and segment-aware content signals a company environment where education is part of the product experience, not an afterthought.
For a SaaS career, this position builds durable operating skills in post-sale execution: translating platform capabilities into workflows, diagnosing friction in real-world deployments, and refining enablement assets based on what customers actually struggle with. The mix of ITSM context and technical foundations like networking, APIs, and identity systems reflects the kind of implementation-adjacent expertise that carries across many B2B SaaS categories, especially those selling to IT and operations teams.
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.
Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.
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.
