Principal Onboarding Consultant

Location: United States

Department: Customer Success, Consulting & Support

Work Mode: Remote

About the Role

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data trapped inside documents, connecting it to systems of record to save time, money, and opportunity. As the #1 company in e-signature and contract lifecycle management (CLM), we empower companies to create, commit, and manage agreements seamlessly. The Principal Onboarding Consultant is a high-energy, technical-focused customer advisor managing a portfolio of engagements to drive ROI on customers’ investment in the Docusign platform and unlock modernization across their system of agreement. As part of the Onboarding team in Customer Success, Consulting & Support, you’ll provide adoption-focused consulting—including enablement, use case identification, workflow optimization, and guidance on advanced features and possibilities. Collaborating across the Customer Success organization, you’ll serve as the post-sale team ensuring successful onboarding and product configuration tailored to customer needs. This individual contributor role reports to the Senior Manager, Onboarding, and thrives on customer passion, professional maturity, creative problem-solving, and technical fluency in our innovative culture. In this remote role, you’ll deliver exceptional onboarding accelerating time-to-first-value, guide use case deployment, mitigate risks, and foster self-reliance while identifying expansion opportunities. You’ll balance multiple projects, engage cross-functionally, stay ahead of product innovations, and contribute insights to evolve our programs—driving measurable outcomes in e-signature and CLM adoption.

Key Responsibilities

• Deliver best-in-class onboarding experiences accelerating customers' time-to-first-value with DocuSign's Intelligent Agreement Management platform
• Drive onboarding engagements from kickoff to completion, ensuring projects meet scope, timelines, and outcomes while providing e-signature and CLM best practices
• Discover customer needs and tailor DocuSign solutions, identifying opportunities for feature adoption, workflow optimization, and portfolio expansion
• Review and optimize existing customer workflows to unlock modernization across their system of agreement
• Manage a high-volume portfolio of projects using strong time management, tracking utilization targets via playbooks and tools like Salesforce
• Guide customers in building, testing use cases, and leveraging self-service resources to foster self-reliance post-implementation
• Mitigate risks proactively, troubleshoot product issues, and de-escalate concerns to ensure timely 'time to live'
• Collaborate with cross-functional teams (Support, Sales, Product) and contribute customer insights to evolve the Onboarding program
• Stay current on DocuSign product releases, partner technologies, and innovations through enablement sessions
• Mentor junior team members, lead side projects, and serve as a thought leader in intelligent agreement management

Required Qualifications

• Bachelor’s Degree or equivalent experience
• 8+ years of customer implementation consulting or Onboarding experience in the SaaS industry
• Business-level proficiency in written and spoken English
• Experience in a customer-facing consulting delivery role
• Proven experience managing multiple customer projects simultaneously using tools like Salesforce or project management software
• Demonstrated success in driving customer adoption and time-to-value in SaaS environments
• Technical fluency with SaaS platforms, including integrations with systems like Salesforce, Microsoft Dynamics 365, Oracle NetSuite, or HubSpot

Preferred Qualifications

• Expert-level consulting skills including active listening, objection handling, negotiation, and articulating SaaS value propositions
• Experience leading in e-signature, contract lifecycle management (CLM), or intelligent agreement management domains with regulatory/compliance knowledge
• Knowledge of change management methodologies and partnering with Product/Engineering teams to shape enhancements
• Proven track record in mitigating churn, identifying expansion opportunities, and leveraging analytics for onboarding optimization
• Experience in solution design, business process mapping, and optimizing workflows for DocuSign-like platforms

Required Skills

• Technical fluency in DocuSign e-signature and Intelligent Agreement Management platform
• Expertise in SaaS integrations (Salesforce, Dynamics 365, NetSuite, HubSpot)
• Project management with tools like Salesforce, Asana, or Jira
• Business process mapping and workflow optimization
• Customer adoption and change management strategies
• Analytics and reporting for actionable insights
• Active listening and objection handling
• Negotiation and articulating SaaS value propositions
• Superior verbal/written communication and presentation skills
• Time management and prioritization for multi-project workloads
• Creative problem-solving and troubleshooting
• Stakeholder management across technical/non-technical audiences
• Risk mitigation and de-escalation
• Agile adaptation to fast-paced, evolving environments
• Mentoring and thought leadership
• Regulatory/compliance fluency in agreements and e-signatures

Benefits

• Comprehensive health, dental, and vision insurance with multiple plan options
• 401(k) retirement savings plan with generous company match
• Unlimited PTO policy to support work-life balance
• Remote-first work designation with flexible hours and home office stipend
• Professional development stipend for certifications, conferences, and learning
• Mental health support through employee assistance programs and wellness resources
• Parental leave and family planning benefits
• Stock purchase plan and employee stock options
• Volunteer time off and matching charitable donations

DocuSign is an Equal Opportunity Employer.