# Jobs to be done > Understand jobs to be done in SaaS marketing: a plain-language definition, a worked example, common mistakes and practical next steps. Source: https://saas-marketing.net/glossary/jobs-to-be-done/ Topic: SaaS Product Marketing Type: glossary Published: 2026-09-17 Last updated: 2026-09-17 Publisher: SaaS Marketing (saas-marketing.net) License: CC BY 4.0. Quote or republish with attribution and a link to https://saas-marketing.net/glossary/jobs-to-be-done/ ## Short answer Jobs to be done is an approach to understanding the progress a customer wants to make in a particular situation. It examines the circumstances and alternatives around a decision rather than assuming a feature request explains the need. ## Key takeaways - Interview people about the situation, trigger, current workaround and desired progress. Use the findings to evaluate product and message choices. - Reducing the job to a product feature misses competing solutions such as a process change, spreadsheet or extra employee. - Use the definition consistently across your marketing, product and sales discussions. --- This concept sits within [saas product marketing](/saas-product-marketing/). Use the definition above to align terminology before comparing reports or planning work. ## A SaaS example A manager asks for a dashboard because they need to notice overdue work before a customer complains. The dashboard is one possible solution to that job. This is an illustrative scenario, not a reported result from a customer study. The point is to show the meaning of the term and the decision it affects. ## The mistake to avoid Reducing the job to a product feature misses competing solutions such as a process change, spreadsheet or extra employee. ## Put the definition to work Interview people about the situation, trigger, current workaround and desired progress. Use the findings to evaluate product and message choices. When adding the term to a brief or dashboard, write down the scope and the evidence the team will use. Assign an owner for the definition so it does not change quietly between reporting periods. If two teams use the same label differently, resolve that difference before combining their numbers or handing work between them. ## Related reading - [SaaS Positioning Framework](/guides/saas-positioning-framework/) - [SaaS Messaging Framework](/guides/saas-messaging-framework/) - [SaaS Product Launch Strategy](/playbooks/saas-product-launch/) - [Feature Launch Tiers for SaaS](/playbooks/saas-feature-launch-tiers/) Browse the [full glossary](/glossary/) for adjacent definitions and the [resource library](/resources/) for working materials. {/* expanded-practice-2026-09 */} ## Apply jobs to be done in a working review Start by explaining the term without repeating its label. Then point to an observable example and a counterexample. If it is a metric, write the unit, numerator, denominator and time window. If it is a role, process or strategy, identify the responsibility or decision that distinguishes it from adjacent terms. This prevents a shared word from concealing different operating assumptions. For this topic, involve the product marketer and the owner of the demonstrated capability and work from claim register, evaluation exercise and approved scope. The relevant unit is a specific buyer decision or eligible product workflow. State the question the review should resolve before choosing a chart, an asset or a tool. If participants disagree about the unit or scope, resolve that disagreement before combining their evidence. ### Evidence to prepare Connect the message with a mechanism the product can demonstrate. Keep current capability, limited-release behavior and planned work visibly distinct. An objection can reveal a missing feature, an implementation requirement or an evidence gap; each requires a different response. | Review field | What to record | | --- | --- | | Topic | Jobs to be done | | Decision | The specific action this explanation should help you choose | | Working evidence | claim register, evaluation exercise and approved scope | | Unit and scope | a specific buyer decision or eligible product workflow | | Responsible people | product marketer and the owner of the demonstrated capability | | Remaining uncertainty | The missing fact that could change the decision | ### Two situations that can change the interpretation #### When win-loss research overrepresents vocal accounts A few delighted customers can explain strengths without revealing why suitable prospects chose to keep their current process. Use this check: Compare the interview sample with relevant won, lost and no-decision segments. Do not imply statistical representativeness from a small qualitative study. The [focused diagnostic guide](/guides/win-loss-interviews-only-cover-loud-customers/) provides the correction process and a working evidence sheet. #### When feature adoption means one click Opening a reporting page is different from producing and using a valid report in a business decision. Use this check: Define the completed customer task and inspect whether the event proves that outcome. Not every feature should be used daily or by every account. The [focused diagnostic guide](/guides/feature-adoption-is-measured-by-clicks/) provides the correction process and a working evidence sheet. ### Record the decision and the limit A demo can establish that a workflow works under its stated conditions. It cannot by itself establish that every account will adopt or achieve the same financial result. Preserve those limits in the landing page and sales material rather than discarding them after the demonstration. Keep the conclusion beside the evidence that supports it. Record what the team will do, who owns the next action and which event or date will trigger a review. If the underlying definition, audience or product behavior changes, revisit the conclusion rather than assuming the old result still applies. A clear limit is useful information; it tells the next reader where additional investigation is required. Use the [complete topic collection](/topics/saas-product-marketing/) for related methods and the [category field guides](/industries/) when the product's buying situation or implementation requirements change how the method should be applied. ## Frequently asked questions ### What does jobs to be done mean? Jobs to be done is an approach to understanding the progress a customer wants to make in a particular situation. It examines the circumstances and alternatives around a decision rather than assuming a feature request explains the need. ### What is an example of jobs to be done? Illustrative example: A manager asks for a dashboard because they need to notice overdue work before a customer complains. The dashboard is one possible solution to that job. ### What mistake should teams avoid with jobs to be done? Reducing the job to a product feature misses competing solutions such as a process change, spreadsheet or extra employee. ### How should a SaaS team apply this concept? Interview people about the situation, trigger, current workaround and desired progress. Use the findings to evaluate product and message choices.