Digital Adoption Specialist

Crisis24 • Annapolis, MD

2d • $70,000 - $80,000

About The Position

We’re looking for a Digital Adoption Specialist to design intuitive, in-product experiences that help customers learn, navigate, and get the most value from our SaaS platform. Using our Digital Adoption Platform (DAP), you’ll create guidance, walkthroughs, tooltips, and contextual learning moments that accelerate onboarding, increase product adoption, and reduce friction for users. This is a hands-on, high-impact role where you’ll transform complex workflows into clear, scalable in-app experiences. Your work will directly support customer success, retention, and engagement—ultimately shaping how users interact with and understand our platform. We’re seeking someone local to the Annapolis, MD area who loves solving usability challenges, collaborating across teams, and building experiences that help customers gain confidence and momentum inside the product.

Requirements

• 3+ years of experience in digital adoption, instructional design, product enablement, SaaS onboarding, product marketing, or related roles.
• Hands-on experience with Digital Adoption Platforms (DAPs) and creating in-app experiences.
• Ability to transform complex workflows into clear, intuitive user guidance.
• Strong collaboration skills and a user-first mindset.
• Curiosity, creativity, and a passion for crafting scalable, in-product learning solutions.
• Grammar-loving word nerd with outstanding written communication skills, who will follow our style guide without exception.

Nice To Haves

• Experience with SaaS products in risk intelligence, business continuity, disaster recovery, or incident management.

Responsibilities

• Design and manage DAP content including in-app walkthroughs, tooltips, guidance layers, checklists, and contextual learning experiences.
• Collaborate with product, UX, customer success, and support to identify user friction points and turn insights into effective in-product solutions.
• Support key user journeys by using analytics and behavior data to refine digital adoption flows and increase feature engagement.
• Develop self-service, in-product learning experiences that reduce support volume and help customers solve problems independently.
• Prototype and pitch new digital adoption concepts that streamline onboarding and improve overall product understanding.
• Maintain consistency in voice, tone, and messaging across all in-app content.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees