SaaS onboarding · Customer education · Implementation

Helping customers get to value faster.

I’m Nicolas. I lead live onboarding, build practical resources for what comes next, and connect customer feedback to better product workflows.

Explore selected work See my track record

At Studeo

3-day time to value through goal-led onboarding.

Retention

$100K+ in revenue retained from at-risk accounts.

At Docusign

4.8 / 5 CSAT across customer onboarding.

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Selected work

From friction to a clearer path forward.

Examples of how I approach onboarding, customer education, and the connection between customers and product teams.

Watch the 2½-minute walkthrough of the resource centre and its customer learning path.

01 / Studeo AI

Making the next step clear after onboarding

A self-serve resource centre for customers learning to edit, share, and market their Storybooks.

Problem

The first onboarding call covered a lot. Customers still needed clear guidance on editing their materials and distributing them afterward; those topics had been taught through two separate one-hour webinars.

What I built

Created a focused landing page with two short tutorials, links into the relevant help articles, a distribution strategy section, and a reusable checklist for each listing.

Early feedback

Customers have said they appreciate having the essentials on demand in under 16 minutes, compared with the two one-hour webinars previously used to teach them. Usage and the effect on adoption have not yet been measured.

Watch the 83-second walkthrough of my proposed role-based learning path.

02 / Docusign

Digital onboarding for different customer needs

A role-based self-serve concept shaped around why customers bought the product.

Problem

Customers buying for different purposes needed more relevant first steps than a single generic learning path.

My contribution

Designed a role-based onboarding concept that connected intended use to relevant setup tasks, courses, and recommended outcomes. I presented it to leadership, and the work was shared across the organization.

Organizational outcome

The project shifted leadership’s approach toward aligning self-serve learning with purchase intent. The Learning Director later implemented a similar approach, though the final experience differed from my design.

Nicolas at a Docusign event between two Docusign banners — At a Docusign event.

03 / Docusign Maestro

Turning early adopter feedback into product direction

Working across customers, onboarding, product, engineering, UX/UI, and leadership.

Context

Early adopters were testing workflows in a developing product experience.

My contribution

Helped build primary use cases with customers, brought their workflow feedback to Product, Engineering, and UX/UI, and shared what we learned with leadership.

Why it matters

Customer-facing work can reveal where the product needs more guidance, better workflows, or a different approach.

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Track record

Experience across the customer journey.

My work spans new business, account management, onboarding, adoption, and retention in B2B SaaS.

20+Customers onboarded weekly at Studeo

$100K+Revenue retained from at-risk Studeo accounts

100+North American customers onboarded at Docusign

4.8 / 5Customer satisfaction at Docusign

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Background

The commercial foundation behind the work.

Understanding how customers buy, adopt, renew, and expand informs how I design their first experience with a product.

2025—present

Studeo AI · Onboarding & Renewals Specialist

Facilitate onboarding for 20+ customers weekly, reach a 3-day time to value, and have retained $100K+ in revenue from at-risk accounts. Configure Zapier-based CRM connections for lead capture and import customer contact data for campaigns.

2023—2025

Docusign · Onboarding Consultant

Guided implementation and adoption for more than 100 customers representing $1M+ ARR, with 4.8/5 CSAT. Mapped fields in Maestro workflows and shared early adopter feedback with product teams.

2020—2022

Riipen · Account Manager & Account Executive

Managed 400+ SMB accounts, generated CAD $100K in cross-sell revenue, and closed 614 deals in a prior sales role.

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Writing

First Value, my Substack.

Notes on helping SaaS customers reach value during onboarding, from the sales handoff onward.

FEATURED WRITINGFind First Value Before Anything Else

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Connect

Let’s make the path to customer value clearer.

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